As our Workforce Planning Analyst, you’ll be responsible for forecasting, scheduling, and optimising resources to ensure our Customer Service Centre meets service levels and business objectives. You’ll use data-driven insights to support decision-making, improve workforce efficiency, and enhance the customer experience. This role combines analytical expertise with strong stakeholder engagement and a collaborative approach to problem-solving.
This is a permanent role and can be based in either our Melbourne or Dandenong South office.
At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer , supporting and celebrating difference is just one way that we demonstrate our value of ‘Be good to people’ everyday.
Join us as we continue to grow and make a mark as the 4th largest telco in Australia!
Why work for Aussie?
Founded in regional Victoria almost 20 years ago, we are local from the ground up. What started in a living room in Morwell, has now expanded to every corner of Australia - we’re growing fast and not slowing down!
Our fantastic culture lives and breathes our values:
We are proud to be a B Corp Certified company , which means we’re good to our people, our customers, and the planet by maintaining the highest standards for social and environmental performance, transparency, and accountability.
We care about our community through our Pledge 1% commitment , sponsorship programs and our paid staff community service leave offering.
But don’t just take our word for it – We have been named one of the top employers in Australia by HRD magazine .
The good stuff
26 weeks paid parental leave for both primary and secondary caregivers (in addition to any government-paid leave)
Discounted internet up to the value of $109 per month
20% off our Mobile services
Day to day benefits like flexible working arrangements, Employee Assistance Program (EAP), discounts with big names like Specsavers, HCF and many more
Celebrating you! With monthly rewards and recognition
Internal training and resources for you to continue to learn, grow and achieve your career goals
Yearly allowance for amazing Aussie merch
Fitness Passport for access to multiple gyms and pools across Australia
Let’s talk about you
You’re someone who enjoys turning complexity into clarity. You love working with data to create solutions that make a real difference for people and businesses. You’re organised, collaborative, and confident in managing priorities while keeping an eye on the bigger picture.
Strong stakeholder engagement and communication skills
3–5 years’ experience in workforce planning, scheduling and optimisation, ideally in an omni-channel contact center
Advanced proficiency in Microsoft Excel and solid knowledge of MS Office tools
Ability to manage competing priorities and deliver under pressure
A proactive, solutions-focused mindset with excellent planning and organisational skills
Comfort presenting insights and recommendations to senior stakeholders
Knowledge of workforce management systems and contact centre performance metrics
Relevant tertiary qualifications or certifications (advantageous)
A positive attitude and willingness to learn and adapt quickly
How will you support our “Why?”
You’ll play a key role in shaping how we deliver exceptional customer experiences. You’ll forecast, plan, and optimise resources to ensure we meet service levels while supporting our people and business goals.
What you’ll be doing:
Overseeing roster management to ensure adequate staffing across all positions
Forecasting and planning staffing levels to meet operational demand
Analysing workload trends and impact factors for strategic forecasting
Providing actionable insights and impact assessments to optimise workforce performance
Scheduling resources aligned with KPIs, service levels, and training objectives
Preparing and presenting capacity planning reports to senior stakeholders
Embedding workforce planning practices and enabling data-driven decision-making
Managing scheduling requests for leave, training, and development activities
Creating and maintaining accurate employee records using workforce planning tools
Supporting the development of new analytical solutions and techniques
Collaborating within a small team to deliver outstanding stakeholder and customer experiences
Ready to join?
Hit the apply button to submit your application and our fantastic team will be in touch!
Even if you feel you don’t meet all the requirements, we’d still love to hear your story. We like to think outside the box with the people we hire.
If you have any questions, get in touch today with our team at [email protected]
Just a heads up, we can’t take applications through email, so make sure you apply via the job link we've set for this role, so you don't miss out!
