Join a supportive team and play a key role in our Legal Help contact centre.

- Full time maximum term position to April 2028 (part-time applications considered)
- Salary range: $113,668 - $131,153 plus super
- Up to $15,900 in salary packaging, flexible hybrid work arrangement

About the role
As the Workforce Manager you will be responsible for managing Legal Help's resourcing and rostering requirements to meet budgets and forecasts in an efficient manner.

Additionally, you will be required to lead the ongoing review and implementation of Legal Help's workforce management strategy by examining workforce trends and extracting meaningful insights. You will also work closely with the leadership team, providing strategic advice and direction to improve service and operational efficiency.

This role is based at our Melbourne CBD office on Wurundjeri Country.

About you
As our ideal candidate, you will possess:

- Demonstrated experience and leadership skills in high volume, complex contact centre or helpline workforce planning/rostering and contact centre methodologies.
- Strong experience with Workforce Management software that includes forecasting, scheduling and real-time adherence functionality (experience with Genesys is highly desirable).
- Excellent analytical skills with the ability to solve complex problems utilising data sets of information.
- Demonstrated experience developing and implementing end to end workforce management and forecasting initiatives preferably in a service delivery environment.

Don't meet every requirement? At VLA, we understand that your work and life experiences can be just as valuable. If your CV doesn't align perfectly with our job description,



we strongly encourage you to apply. You may be just the right candidate.

About VLA
We offer legal representation, family dispute resolution and non-legal advocacy to those who need it most. With over 1500+ staff employed in 16 offices across Victoria, we help people with their legal problems by providing information, advice and education with a focus on the prevention and early resolution of legal problems.

Our clients come from all walks of life and so do we. We hire great people from a wide variety of backgrounds and foster a work culture that's inclusive as well as diverse. Your unique ideas and perspectives are valued so that we best represent the people we serve.

Employee benefits

- A focus on work-life balance, including flexible working arrangements
- Hybrid work from home & office model
- Generous leave benefits, including:
- Three days paid seasonal leave (to be taken between Boxing Day and New Year's Day public holidays)
- Paid gender affirmation leave
- Five days both paid reproductive and fertility leave per calendar year

- Annual 3% salary increase each December plus performance-related salary incentives
- Attractive salary packaging options including General Expenses up to $15,900, Meals & Entertainment up to $2,650 PLUS Novated Leasing
- Discounted annual Myki public transport passes
- Individual learning and career development opportunities, tailored to your role and career goals
- Free annual flu vaccinations
- Access to gym and end-of-trip facilities at our CBD office
- Access to our Employee Assistance Program, including confidential counselling and access to a range of mental health and wellbeing resources.

📌 Workforce Manager (Melbourne)
🏢 Victoria Legal Aid
📍 Melbourne