Job Description
At MMS we're proud of our history, our heart, and our commitment to making a difference to people's lives.
We care because people matter.
We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined.
Here'show you will make a difference in this role...
In thisleadership role, asWorkforce Planning &OptimisationManageryouwillberesponsible; for leadingand transformingthe workforce planning function acrossour key brands ofMaxxiaandRemServ;in-so-doing you will ensure workforce supply, capability and capacity are aligned to customer demand, service commitments and business objectives.
The position plays a critical role in supporting operational transformation by leading data-driven decision-making, improving workforce efficiency, strengtheningplanningcapabilityandensuring workforce management processes, systems and reportingwhich willsupport a scalable and sustainable operating modelacrossbothcontactcentreandprocessing operations.
At MMS clear expectations help our people Be the Difference.
Your key responsibilities in this role will include:
Lead workforce planningacrossMaxxiaandRemServOperations,aligning workforce strategies to business priorities,servicecommitmentsandcustomer demand.
Establish workforce planninggovernance,standardsanddecision‐making frameworks across Operations.
Develop and coach the workforce planning team, building capability in forecasting,planning,optimisationandbusiness improvement.
Own workforce planning outcomes, including service levels, workforce efficiency,capacityperformanceandoperational effectiveness.
Ensure forecasting,



schedulingandoptimisationactivitiessupportoperationalrequirements,customerexpectationsandsustainable growth.
Review workforce trends,risksand opportunities, driving actions that improveproductivity,utilisation,serviceperformanceandcustomer outcomes.
Lead workforce planning maturity through improved processes,automation,standardisationandstronger workforce management systems.
Own workforcereporting,insightsandperformance frameworks to supportaccurate, data-driven leadership decisions.
Oversee workforce budgets, FTE glidepaths and workforce capacity planning to support sustainable growth.
To be considered for this role you will have:
10+yearsworkforce planning/optimisationleadershipexperience in multi‐site, multi‐channel environments.
Proven experience uplifting WFMmaturity,deliveringforecastimprovement,and automating reporting.
Demonstrated experience leading workforce planning teams responsible for forecasting, modelling, BI reporting,capacityplanningandWFM systems.
Expertisein Genesys Cloud or equivalent workforce management platforms.
Strong background in data-driven decision‐making and operational performance improvement.
Exceptional analytical and problem‐solving capability with a strategic mindset.
Strongleadership,influencingandstakeholder engagement capability.
High resilience,



able to manage complex operational challenges and competing priorities.
Ability to drive change, uplift capability and embed new ways of working across large teams.
What we can offer you:
Strong culture and the support of a values-based recognition program
Novated leasing benefits and discounts
12 weeks paid parental leave
Comprehensive learning and development opportunities to support your career growth
Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations
Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
Exempt Employee Share Plan
Volunteer leave & Career break
MMS Rewards program
We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
We value the skills and attributes veterans can bring to our organisation.
We embrace hybrid working and welcome conversations about flexibility.
Embracing our value of Everyone Matters we hold a collective commitment to foster an workplace where all differences are valued and respected.
Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate.
All information provided will be treated confidentially.
We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.
If you identify as a person living with disability and require adjustments to our recruitment process, please contact us ******

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