Shape the workforce behind great customer experience

Great customer service doesn't happen by chance. It starts with having the right people, in the right place, at the right time.

At Toowoomba Regional Council, we're strengthening how we use customer demand, workforce data and operational insights to plan our services. We're looking for an experienced Coordinator Workforce Planning who is ready to bring fresh thinking, strong analytical capability and leadership to the way we plan and optimise our Customer Service workforce.

This is an opportunity to do more than manage schedules. You'll help shape how we work, influence service delivery across multiple customer channels and turn insights into practical decisions that make a difference for our people and our community.

About You

You see the story behind the numbers. You can anticipate customer demand, identify trends and turn complex workforce data into clear, practical decisions. You understand how forecasting, scheduling and resource planning come together to create better outcomes for customers and employees.

You're curious, analytical and solutions focused. Importantly, you're also a people leader. You know how to build capability, create confidence and bring others with you as services and ways of working evolve.

About the Position

As Coordinator Workforce Planning, you'll play a key role in shaping workforce planning across TRC's Customer Service operations, spanning phone, digital and face-to-face customer service.

You will:

- lead workforce forecasting, scheduling and resource planning
- analyse demand, workforce and performance trends to identify emerging pressures and opportunities
- turn data into meaningful workforce insights and recommendations
- work closely with the Customer Service Principal and Team Leaders to optimise resources across channels and locations
- help balance excellent customer outcomes with a positive and sustainable employee experience
- identify and drive opportunities for continuous improvement
- lead and develop your team and strengthen workforce-planning capability
- contribute to the ongoing evolution of customer experience across Council.

This is a role where your insights can directly influence how we plan, make decisions and deliver services to our community.

Why Toowoomba Regional Council?

Build your career in Toowoomba, Queensland’s largest inland city, and be part of a Council that makes a difference every day.



Enjoy an enviable regional lifestyle while helping shape better experiences for the people and communities we serve.

What You Will Bring

- Demonstrated experience in workforce or resource planning within a contemporary contact centre or customer service environment
- strong forecasting, scheduling, capacity-planning and resource-optimisation capability
- excellent analytical skills and the ability to translate data into clear insights, recommendations and operational decisions
- strong business acumen and a passion for continuous improvements
- experience leading, coaching and developing employees
- strong communication, relationship-management, negotiation and influencing skills
- experience working across multiple customer channels, ideally including inbound voice, digital and face-to-face services
- a genuine commitment to improving customer and community experiences
- previous experience with contact-centre technology, including workforce-management systems, management information and telephony platforms. Experience with Genesys Cloud would be highly regarded but isn't essential.

What We Offer

- Permanent full-time position based in the Toowoomba CBD
- Salary of $106,377.46–$113,406.62 gross per annum
- Up to 12.65% superannuation
- 17.5% annual leave loading
- 72.5-hour fortnight and access to banked leave
- Career development and learning opportunities
- Salary-sacrificing options
- Corporate discounts on selected private health insurance
- Access to the Fitness Passport Program
- TRC Employees' Association social club
- Free, confidential 24-hour Employee Assistance Program for employees and their families.

About the Team

The Customer Experience and Engagement team connects our community and employees with Council’s information, services and experiences. We’re a supportive and cooperative team, bringing together customer service, customer insights, communications, media and stakeholder engagement. We value working together, sharing knowledge and supporting each other to deliver the best outcomes for our community.

You’ll join a team where your experience, ideas and contribution are valued,



with opportunities to help improve how our community connects with Council.

How to apply

For full details of this position, please ensure you download the Position Description, which provides the position success criteria.

Please provide your current Resume and answer the application questions, providing detailed scenarios from your work history to demonstrate your relevant experience, abilities, knowledge, and personal qualities. Your responses should be guided by the Position Description.

The preferred candidate will be required to undertake a Criminal History Check and a pre-employment medical assessment to assess their ability to perform the genuine occupational requirements of the position.

Please note to have your application considered, ensure that you have followed the instructions outlined above.

Visit our website www.tr.qld.gov.au/jobs for information on how to apply for jobs at Toowoomba Regional Council. Applicants are encouraged to apply online.

For further information

Please contact Melinda Krause, Principal Customer Service Operations on (07) 4637 7173 within business hours.

Closing date

The closing date for applications is Thursday 26 November 2026 at 11.59pm.

About Council

The Toowoomba Region is about rich traditions and bold ambitions. Our long and proud agricultural history has evolved Toowoomba into Australia’s second largest inland city supporting diverse townships in the Council area and acting as a service centre for South West Qld and North West NSW. The region is boldly forging new opportunities around the Surat Basin resource sector, education, health, transport, and massive infrastructure investments. Growth hasn’t come at the expense of liveability though, with Toowoomba twice voted in the top 5 most family friendly cities in Australia.

Toowoomba Regional Council services a regional population of 178,500 and employs a team of approximately 1,600 staff, dedicated and passionate about delivering excellent customer service to the community, residents, and visitors throughout the region. We recognise that our success depends upon attracting and retaining skilled and talented staff and offer a wide variety of interesting challenges and opportunities to develop your career.

Council does not accept unsolicited agency approaches or applications for this or any other vacancy. No response will be provided.

Attachments:
- Position Description - Coordinator Workforce Planning (5301).pdf
- TRC Values and Behaviours.pdf

📌 Coordinator Workforce Planning (Toowoomba City)
🏢 Toowoomba Regional Council
📍 Toowoomba City