Job no:******
Work type:Permanent - Full Time
Location:Brisbane CBD
Categories:Claims and Customer Support/Contact Centre
WorkCover Queensland is entering an exciting new chapter, guided by a renewed strategic focus and strong executive leadership shaping our **** Strategy.
We're embarking on an enterprise-wide transformation to strengthen our impact and continue making a positive difference in people's lives.
The Opportunity
As a Workforce Management Specialist, you'll play a key role in ensuring the right people are in the right place at the right time to deliver exceptional customer outcomes.
Working closely with Customer Support leaders and key stakeholders, you'll translate workforce forecasts into operational plans that support service levels, customer demand and business objectives.
You'll lead workforce capacity planning, scheduling and real-time workforce management activities across a complex customer service environment.
Using workforce data and performance insights, you'll identify trends, optimise resource allocation and provide recommendations that improve operational efficiency, customer experience and workforce utilisation.
This is an opportunity to make your mark by helping to mature and evolve workforce management practices, leveraging new technology and data-driven insights to support smarter decision-making and continuous improvement.
About You
You're an experienced workforce management professional with a strong background in forecasting, capacity planning, scheduling and workforce analytics within a contact centre or other high-volume operational environment.




You enjoy translating complex data into practical workforce solutions and thrive in a fast-paced environment where balancing customer demand, workforce capacity and operational performance is critical.
With strong analytical skills and commercial judgement, you're proactive in identifying risks, solving problems and influencing positive outcomes.
You bring highly developed stakeholder management skills and enjoy partnering with leaders to provide trusted advice, challenge thinking and optimise workforce decisions.
Experience with workforce management platforms such as Genesys or similar will be highly regarded.
Why Join Us
Our vision is to be the best workers' compensation insurer, making a positive difference to people's lives and keeping Queenslanders working.
At WorkCover, we deliver with heart, own our outcomes, work best together and stay open to what's possible - and we're looking for people who share these values
When you join us, you'll benefit from:
A purpose‐driven organisation where your work genuinely makes a positive impact on Queenslanders' lives
A collaborative and supportive team workplace that values empathy, trust and working together




Hybrid work arrangements that support flexibility and work–life balance
Personalised learning and development opportunities to support your growth and career progression
A holistic health and wellbeing program designed to support you both professionally and personally
Study assistance to support ongoing education and professional development
Applications close5pm Tuesday 11 th August ****.
We are committed to ensuring WorkCover reflects the diversity of the Queensland community.
We welcome applications from First Nations peoples, members of the LGBTQIA+SB community, people of all ages, people who are neurodivergent, people with disability, and people from culturally and linguistically diverse backgrounds.
Acceptance of applications submitted after advertising closes is at the discretion of the selection panel.
Pre-employment checks will be conducted on all prospective employees.
This includes a Right to Work in Australia Check, Police Check, Education Check, Reference Check, and where appropriate a Visa Check.
The information provided will be treated as confidential in accordance with the Information Privacy Act **** (Qld).
All permanent appointments are subject to a probationary period in accordance with our policy.
Advertised:28 Jul **** (9:00 AM) E. Australia Standard Time
Applications close:11 Aug **** (5:00 PM) E. Australia Standard Time
At WorkCover Queensland we have an incredible culture driven by employee engagement and talented individuals working together as one team to truly make a difference.
#J-*****-Ljbffr

📌 Workforce Management Specialist (Brisbane)
🏢 WorkCover Queensland
📍 Brisbane