Workforce Management Analyst (Operations)

Lifeline Direct (LLD) is a wholly-owned subsidiary of Lifeline Australia. LLD focuses on supporting the development and ongoing implementation of suicide prevention and community wellbeing programs in the regions which we operate while looking for opportunities to grow Lifeline’s services in geographical areas where they do not currently exist.

LLD encompasses Lifeline Centres in Hunter region, Central Coast, Eastern Suburbs-Bondi, New England North West, Northern NSW, Geelong and South West Victoria, Northern and Western Melbourne. Our specialised and targeted servicesoperate nationally via a telehealth model.

We are seeking an experienced Workforce Management Analyst to play a critical role in ensuring the effective staffing and operational performance of our clinical and helpline services.

This role is responsible for the end-to-end delivery of workforce management activities, including forecasting, capacity planning, scheduling, intraday workforce management, reporting, and workforce optimisation. Working closely with Service Delivery leaders, you will ensure workforce supply aligns with demand, service level objectives, and operational targets.

You will also contribute to continuous improvement initiatives, workforce planning and the development of data insights that support decision-making across the organisation.

Key Responsibilities:

Workforce Scheduling & Operations

- Develop and maintain short and long-term rosters across multiple service lines
- Manage real-time roster adjustments for leave, cancellations and coverage risks
- Schedule training, supervision, meetings and workforce activities
- Escalate operational workforce risks where required

Forecasting & Workforce Planning

- Conduct demand and capacity analysis to support staffing decisions
- Identify workforce gaps or overcapacity and recommend improvements




- Support workforce planning for new or expanding services

Reporting & Insights

- Produce weekly, monthly and ad hoc workforce reports
- Track utilisation, overtime, multi-skilling and staffing efficiency
- Contribute to dashboards that support operational decision-making

Workforce Administration & Systems

- Manage rostering queries and workforce documentation
- Maintain workforce records for compliance and audit readiness
- Support improvements to workforce systems, processes and reporting

About You

You are an experienced Workforce Management professional with a strong background in operational workforce planning within a contact centre, helpline, or other demand-driven service environment. You understand the relationship between forecast demand, staffing requirements, service levels, and operational performance, and can confidently translate data into workforce decisions.

You bring:

- Demonstrated experience in Workforce Management within a contact centre, customer service, emergency services or similar high-volume environment.
- Strong experience in workforce forecasting, scheduling and capacity planning.
- Advanced knowledge of workforce management systems such as Verint, NICE, Genesys, Calabrio or equivalent platforms.
- Experience analysing workload demand, service level performance, and staffing requirements.
- Strong Excel skills, including complex formulas, workforce modelling and data analysis.
- Experience producing workforce,



operational and performance reporting for business stakeholders.
- Excellent stakeholder management skills, with the ability to work collaboratively across Operations, HR, Finance and Payroll.
- Strong analytical capability and attention to detail, with the ability to identify workforce risks and recommend solutions.

Highly Desirable

- Experience supporting a 24/7 contact centre, helpline or clinical service.
- Experience with real-time workforce management, schedule optimisation and occupancy management.
- Experience using Power BI or other business intelligence tools.
- Tertiary qualification in business, analytics, workforce planning or a related discipline.
- Experience in health, mental health or not-for-profit sectors.
- Experience supporting tenders or service implementation projects.

Why Join Us

This is an opportunity to contribute to services that support people in crisis while working in a team focused on operational excellence, data-driven decision making and continuous improvement.

You’ll play a key role in ensuring our services remain sustainably staffed, responsive to demand, and operationally effective

We Offer:

- An opportunity to be part of Australia’s leading and largest suicide prevention service that is there to support people as they contact us more than 4000 times each day across Australia.
- Salary packaging benefits of up to$15,900 per FBT year (1 April to 31 March), tax-free; and
- An additional salary packaging cap of up to $2,650 per FBT year, which is generally available for eligible meal entertainment expenses, such as dining holiday accommodation and venue hire.
- A supportive and dynamic work setting.
- The satisfaction of being part of a team that genuinely impacts the community.

Applications Close: Thursday 30th July 2026

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📌 Workforce Management Analyst (Operations) (Melbourne)
🏢 Lifeline Direct
📍 Melbourne