Department of Employment and Workplace Relations (DEWR) – Sydney NSW

The Contact Centre Branch of the Workforce Australia for Individuals Division is seeking people who are skilled in providing operational, specialist and leadership support at the APS6 level.

Reporting to the Workforce Management Assistant Director, the Workforce Planning Manager provides a range of strategic leadership and subject matter expertise in Workforce and Workload Management to assist with the smooth running of the branch. The Workforce Planning Manager oversees a team of Workforce Schedulers who create and maintain schedules for all frontline Contact Centres Branch employees. This role supports staff operating in fast-paced and at times psychosocially demanding environments, and contributes to building capability, confidence and resilience across frontline teams.

The key duties of the position include:

Responsibilities of the APS6 Workforce Planning Manager may include:

- Lead workforce planning, forecasting, scheduling and optimisation activities to ensure workforce capability and capacity align with operational requirements and service delivery objectives.
- Provide strategic workforce management advice and evidence-based recommendations to support operational decision-making, business performance and continuous improvement outcomes.
- Lead and develop a high-performing team by setting clear priorities, managing workflows, building capability and fostering a positive and inclusive team culture.
- Build and maintain productive relationships with internal and external stakeholders,



influencing outcomes and collaborating to deliver workforce solutions that meet business needs.
- Monitor, analyse and interpret workforce performance data, identifying trends, risks and opportunities to inform planning activities and improve operational effectiveness.
- Manage complex workforce management issues and competing priorities, exercising sound judgement to deliver practical, customer-focused solutions in a dynamic setting.
- Drive continuous improvement initiatives, including the development and refinement of workforce management processes, tools, reporting and business practices.
- Provide subject matter expertise in workforce management principles and practices, supporting frontline leaders to effectively manage workforce performance, productivity and service delivery outcomes.

Eligibility

Please note, under section 22(8) of the Public Service Act 1999, employees must be Australian citizens to be employed in the APS unless the Agency delegate has agreed, in writing.

This is a designated security assessed position. The successful candidate will have the ability to obtain and maintain a Baseline security clearance.

This selection process may be used to establish a merit pool.



The pool might be accessed to fill ongoing and non-ongoing vacancies for similar roles in the Department over the next 18 months.

Getting to know the Department of Employment and Workplace Relations (DEWR)

We are the department that helps job seeking Australians find safe, secure, and well-paid work while we ourselves strive to be a model employer. We provide the framework for fair and productive relationships between employers and employees. We also oversee skills development and training initiatives to support those entering the workforce or retraining to take advantage of emerging employment opportunities.Secure jobs are vital—driving future economic growth and providing people with the certainty. We focus on connecting Australians who are starting, advancing or changing their career with the relevant skills, knowledge and experience to gain or regain employmentOur work directly contributes to shaping the employment landscape. It is our unique purpose to help people realise their potential and we want you to be part of it.Underpinning our important work is our focus on culture. We recognise that how we do things is equally important as what we achieve. Our workplace is one where different perspective are encouraged, people feel a sense of belonging and draw on the expertise of their peers. Our people demonstrate the APS Values, which includes being open, thoughtful, curious and candid. We also value employee wellbeing and developing leadership through investment in capability.

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📌 Workforce Planning Manager (New South Wales)
🏢 Department of Employment and Workplace Relations (DEWR)
📍 New South Wales