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 cooperative approach to problem-solving.

This is a permanent role and can be based in either our Melbourne or Dandenong South office.

Excited to grow your career?

We value our talented employees, and whenever possible strive to help one of our team to grow professionally.

Our people make all the difference in our success.

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

If this role speaks to you, hit the apply button to submit your application! Or if you feel you still have a bit more to learn - reach out to the assigned Recruitment Business Partner (found on right-hand side of the advert) and they’ll provide you with some insights on ways to progress and upskill within Aussie.

📌 Workforce Planning Analyst (Melbourne)
🏢 Important Group
📍 Melbourne