In-Demand workforce manager Jobs in sydney, nsw

Workforce Management Manager
Teachers Mutual Bank —Sydney NSW
- Full-time
- Hybrid work
- Microsoft Excel
- Organisational skills
- Leadership
14d
Release Manager
Cognizant —Sydney NSW
- Full-time
- Hybrid work
8d
Manager, Executive Operations and Support
Department of Customer Service —Sydney NSW
- $149,739 - $173,174 a year
- Full-time
- Hybrid work
- No degree
6d
Manager - HR and Workforce Transactions
EY —Sydney NSW
- Recruiting
- Communication skills
- Parental leave
2d
Manager, Administration Support
Western Sydney University —Parramatta NSW
- $114,349 a year
- Full-time
- Remote
- Administrative experience
- University
- In-person
4h
Project Manager
Transport For NSW —Mascot NSW
- $158,393 - $177,399 a year
- Full-time
6d
Change Manager
Standards Australia —Sydney NSW
- Contract
- Management
- Communication skills
Quick Apply
Learning and Development Manager
Museum of Applied Arts and Sciences —Sydney NSW
- $129,464 - $142,666 a year
- Temporary
14d
Manager REZ Coordination
Energy Corporation of NSW —Sydney NSW
- $149,739 - $173,174 a year
- Full-time
- Hybrid work
- No degree
13d
Senior Manager, Allied Professional Services (Service Innovation & Reform)
Aboriginal Legal Service —Redfern NSW
- $129,464 - $155,789 a year
- Full-time
- Working with children
- Psychology
- Social Work
3d
Manager Internal Audit
NSW Department of Communities and Justice —Parramatta NSW
- $149,739 - $173,174 a year
- Full-time
- Employee assistance program
14h
Team leader
NSW Department of Communities and Justice —Redfern NSW
- $129,000 - $142,000 a year
- Call employer
- Customer service
- Leadership
- Employee assistance program
1d
Workforce Reporting Officer
NSW Health —Westmead NSW
- $87,813 - $116,824 a year
- Temporary
- Microsoft Excel
- Employee assistance program
1d
Strategic Delivery Manager
Energy Corporation of NSW —Sydney NSW
- $173,121 - $191,993 a year
- Full-time
- Hybrid work
- No degree
10d
Business Support Manager
NSW Department of Communities and Justice —Sydney NSW
- $129,464 - $142,665 a year
- Full-time
- Hybrid work
- Communication skills
6d
Manager Monitoring and Evaluation
NSW Department of Communities and Justice —Parramatta NSW
- $149,739 - $173,174 a year
- Full-time
- Negotiation
- Employee assistance program
2h
Manager Contract Advisory & Panel Governance
Transport For NSW —Mascot NSW
- $158,393 - $177,399 a year
- Full-time
- No degree
Manager Monitoring and Evaluation
NSW Reconstruction Authority —Sydney NSW
- $149,739 - $173,174 a year
- Full-time
- Negotiation
- Employee assistance program
4h
Customer Success Manager
Deputy —Sydney NSW
- From $8,300 a month
- Full-time
- Sales
- Customer service
- Analysis skills
- Health insurance
- Dental insurance
Quick Apply
9d
Human Resource Manager
ARA —Kingsgrove NSW
- $90,000 a year
- Full-time
- IT
- In-person
Quick Apply
12h

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workforce manager jobs near sydney, nsw

Workforce Management Manager

Teachers Mutual Bank -
Sydney NSW

Apply Now

Job Details

Permanent | Full-time
14 days ago

Qualifications

Microsoft Excel
Call centre
Forecasting
Organisational skills
Leadership

Full Job Description

Workforce Management Manager

Call Centre & Customer Service
Manager
Sydney
Permanent / Full Time

21/5/2026

Hybrid and flexible working
We've won World's Most Ethical Companies award and are B-Corp certified
Barangaroo location

About the Role
As the Workforce Management (WFM) Manager you will lead forecasting, scheduling and real-time workforce optimisation for a 70-seat+ call centre. This role is responsible for ensuring the right people are in the right place at the right time to meet service level targets, optimise productivity, support employee experience and deliver efficient customer outcomes. The WFM Manager will partner closely with operations leaders to balance customer demand, staffing costs, compliance requirements and service performance.

Key responsibilities

Own the end-to-end workforce management cycle, including forecasting, capacity planning, roster design, intraday management and performance reporting.
Analyse historical call volume, handling time, shrinkage and seasonal trends to produce accurate short-, medium- and long-term forecasts.
Develop efficient schedules and rosters that align staffing levels with customer demand, service level objectives and budget parameters.
Monitor real-time performance and make intraday adjustments to improve coverage, schedule adherence, occupancy and customer experience.
Work closely with contact centre leaders to plan leave, training, coaching, meetings and offline activity with minimal service impact.
Provide regular insights and recommendations on staffing risks, productivity opportunities, recruitment requirements and operational improvement initiatives.
Establish and maintain WFM governance, processes and reporting standards to improve planning accuracy and decision-making.
Lead, coach and develop any WFM analysts or planners, while building workforce planning capability across the broader operation.
Partner with operations, HR, talent acquisition and training teams on headcount planning, onboarding timelines and ramp-up assumptions.
Ensure workforce planning practices align with relevant workplace policies, service commitments and applicable employment obligations.

About you

Proven experience in workforce management, workforce planning or resource planning within a call centre or contact centre environment.
Strong understanding of forecasting methodologies, scheduling principles and real-time performance management.
Experience working with contact centre KPIs such as service level, average speed of answer, average handling time, abandonment, occupancy and adherence.
Demonstrated ability to interpret data, identify trends and translate analysis into practical operational actions.
Strong stakeholder management skills, with the ability to influence operational leaders and collaborate across functions.
Advanced Excel and reporting capability; experience with WFM platforms such as NICE, Verint, Calabrio or Genesys is highly desirable.
People leadership experience is preferred, particularly in managing analysts, planners or real-time teams.
Strong organisational skills, attention to detail and the ability to manage competing priorities in a fast-paced environment.

About us
Australian Mutual Bank has merged with Teachers Mutual Bank Limited and we are now part of the wider TMBL group, strengthening our ability to deliver meaningful value to members, support our communities, and create long‑term opportunity for our people.

At our Bank, social responsibility is built-in, not bolted on and drives our business practices, people, and products. We are proud to serve some of Australia's essential workers in education, emergency services and healthcare.

We believe they deserve a bank that does good for their community. We have been named one of the World's Most Ethical Companies for ten years in a row and are a Certified B Corp Bank.

Our employees embrace our organisation's values of passion, advocacy and sustainability, and contribute to a diverse and inclusive workplace culture founded on mutual respect, equality and a focus on striving to deliver exceptional member service. We are an Employer of Choice, promote Diversity and Inclusion, and follow EEO principles by appointing on merit

Apply Now

Refine Your Search

workforce manager jobs in sydney, nsw

Workforce Management Manager

Release Manager

Manager, Executive Operations and Support

Manager - HR and Workforce Transactions

Manager, Administration Support

Project Manager

Change Manager

Learning and Development Manager

Manager REZ Coordination

Senior Manager, Allied Professional Services (Service Innovation & Reform)

Manager Internal Audit

Team leader

Workforce Reporting Officer

Strategic Delivery Manager

Business Support Manager

Manager Monitoring and Evaluation

Manager Contract Advisory & Panel Governance

Manager Monitoring and Evaluation

Customer Success Manager

Human Resource Manager

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