In-Demand emergency call centre Jobs in sydney nsw

Workforce Management Manager
Teachers Mutual Bank —Sydney NSW
- Full-time
- Hybrid work
- Microsoft Excel
- Organisational skills
- Leadership
13d
Workforce Management Planning/Forecast Analyst (Scheduler)
Teachers Mutual Bank —Sydney NSW
- Full-time
- Hybrid work
- Microsoft Excel
- Organisational skills
13d
Inbound Sales Consultant
Chubb Fire & Security —Rydalmere NSW
- Full-time
- Microsoft Word
- CRM software
- Microsoft Excel
Urgent Care Operations Coordinator-Medical State Office NSW
For Health Group —Leichhardt NSW
- Weekend availability
- Management
- Administrative experience
- Communication skills
- Health insurance
- Dental insurance
13d
Clinical Nurse Specialist (Casual) - Violence, Abuse and Neglect
Nepean Blue Mountains Local Health District —Sydney NSW
- $58.82 - $60.75 an hour
- On call
- Education
- No degree
- Patient care
- Employee assistance program
IT Digital Services Specialist
Nestlé —Rhodes NSW
- Contract
- Management
- Computer Science
- Salesforce
- Health insurance
HI-FOG Service Technician
Antelope Engineering Pty Ltd —Artarmon NSW
- $72,000 - $78,000 a year
- Full-time
- Construction site
- Maintenance
- Assembly
Quick Apply
Control Room Operator / Security Officer / Security Guard
Assetlink —Brookvale NSW
- Full-time
- First Aid Certification
- Leadership
- Communication skills
Senior Systems Administrator
Industrial Light & Magic —Moore Park NSW
- Full-time
- Computer Science
- Bachelor's degree
- Organisational skills
Quick Apply
Asset Manager
CBRE —Sydney NSW
- Full-time
- Maintenance
- English
- SharePoint
Senior Registrar
Western Sydney Local Health District —Sydney NSW
- $166,025 a year
- Weekend availability
- Laboratory
- Medicine
- Management
13d
Senior Systems Administrator
Disney —Moore Park NSW
- Computer Science
- Bachelor's degree
- Organisational skills
Registered Nurse - Virtual Care
NSW Health —Sydney Olympic Park NSW
- Up to $104,336 a year
- Part-time
- Acute care
- Nursing
- Travel reimbursement
Provisional Fellow
Western Sydney Local Health District —Sydney NSW
- $117,745 - $147,664 a year
- Weekend availability
- Laboratory
- Medicine
- ICU experience
13d
Senior Registrar
NSW Health —Westmead NSW
- $166,025 a year
- Weekend availability
- Laboratory
- Medicine
- Management
12d
Provisional Fellow
NSW Health —Kogarah NSW
- $117,745 - $147,664 a year
- Temporary
- Medicine
- Clinic
12d
Teletriage Nurse - Expression of Interest
Sonder.io —Waterloo NSW
- Weekend availability
- Hybrid work
- ICU experience
- Communication skills
- Nursing
- Work from home
- Parental leave
Security Officer / Security Guard / Retail Security Team Member
Assetlink —Brookvale NSW
- Rotating roster
- CPR Certification
- Customer service
- First Aid Certification
Stage Mechanist (Casual / Full-Time)
Century —Chatswood NSW
- $37.50 - $45.00 an hour
- Temporary
- AutoCAD
- First Aid Certification
- Negotiation
Quick Apply
Stage Mechanist / Fly Operator (Theatre / Live Music)
Century —Chatswood NSW
- $37 - $43 an hour
- Temporary
- AutoCAD
- First Aid Certification
Quick Apply

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emergency call centre jobs near sydney nsw

Workforce Management Manager

Teachers Mutual Bank -
Sydney NSW

Apply Now

Job Details

Permanent | Full-time
13 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

emergency call centre jobs in sydney nsw

Workforce Management Manager

Workforce Management Planning/Forecast Analyst (Scheduler)

Inbound Sales Consultant

Urgent Care Operations Coordinator-Medical State Office NSW

Clinical Nurse Specialist (Casual) - Violence, Abuse and Neglect

IT Digital Services Specialist

HI-FOG Service Technician

Control Room Operator / Security Officer / Security Guard

Senior Systems Administrator

Asset Manager

Senior Registrar

Senior Systems Administrator

Registered Nurse - Virtual Care

Provisional Fellow

Senior Registrar

Provisional Fellow

Teletriage Nurse - Expression of Interest

Security Officer / Security Guard / Retail Security Team Member

Stage Mechanist (Casual / Full-Time)

Stage Mechanist / Fly Operator (Theatre / Live Music)

I want to receive the latest job alert for emergency call centre in sydney nsw

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