Shapethe workforce behind great customerexperience

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

At Toowoomba Regional Council, we're strengthening how we usecustomer demand, workforce data and operational insights to planour services. We're looking for an experienced CoordinatorWorkforce Planning who is ready to bring fresh thinking, stronganalytical capability and leadership to the way we plan andoptimise our Customer Service workforce.

This is an opportunity to do more than manage schedules. You'llhelp shape how we work, influence service delivery across multiplecustomer channels and turn insights into practical decisions thatmake a difference for our people and our community.

About You

You see the story behind the numbers. You can anticipatecustomer demand, identify trends and turn complex workforce datainto clear, practical decisions. You understand how forecasting,scheduling and resource planning come together to create betteroutcomes 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 ofworking evolve.

About the Position

As Coordinator Workforce Planning, you'll play a key role inshaping workforce planning across TRC's Customer Serviceoperations, spanning phone, digital and face-to-face customerservice.

You will:

- lead workforce forecasting, scheduling and resourceplanning
- analyse demand, workforce and performance trends toidentify emerging pressures and opportunities
- turn data into meaningful workforce insights andrecommendations
- work closely with the Customer Service Principal and TeamLeaders to optimise resources across channels andlocations
- help balance excellent customer outcomes with a positiveand sustainable employee experience
- identify and drive opportunities for continuousimprovement
- lead and develop your team and strengthenworkforce-planning capability
- contribute to the ongoing evolution of customer experienceacross Council.

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





Why Toowoomba Regional Council?

Build your career in Toowoomba, Queensland’s largest inlandcity, and be part of a Council that makes a difference every day.Enjoy an enviable regional lifestyle while helping shape betterexperiences for the people and communities we serve.

What You Will Bring

- Demonstrated experience in workforce or resource planningwithin a contemporary contact centre or customer serviceenvironment
- strong forecasting, scheduling, capacity-planning andresource-optimisation capability
- excellent analytical skills and the ability to translatedata into explicit insights, recommendations and operationaldecisions
- strong business acumen and a passion for continuousimprovements
- experience leading, coaching and developing employees
- strong communication, relationship-management, negotiationand influencing skills
- experience working across multiple customer channels,ideally including inbound voice, digital and face-to-faceservices
- a genuine commitment to improving customer and communityexperiences
- previous experience with contact-centre technology,including workforce-management systems, management informationand telephony platforms. Experience with Genesys Cloud would behighly regarded but isn't essential.

What We Offer

- Permanent full time position based in the ToowoombaCBD
- 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
- Professional development and learning opportunities
- Salary-sacrificing options
- Corporate discounts on selected private healthinsurance
- Access to the Fitness Passport Program
- TRC Employees' Association social club
- Free, confidential 24-hour Employee Assistance Program foret... employees and their families.

About the Team





The Customer Experience and Engagement team connects ourcommunity and employees with Council’s information, services andexperiences. We’re a supportive and collaborative team, bringingtogether customer service, customer insights, communications, mediaand stakeholder engagement. We value working together, sharingknowledge and supporting each other to deliver the best outcomesfor our community.

You’ll join a team where your experience, ideas and contributionare valued, with opportunities to help improve how our communityconnects with Council.

For further information

Please contact Melinda Krause, Principal Customer ServiceOperations on (07) 4637 7*** within business hours.

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

About Council

The Toowoomba Region is about rich traditions and boldambitions. Our long and proud agricultural history has evolvedToowoomba into Australia’s second largest inland city supportingdiverse townships in the Council area and acting as a servicecentre for South West Qld and North West NSW. The region isboldly forging new opportunities around the Surat Basin resourcesector, education, health, transport, and massive infrastructureinvestments. Growth hasn’t come at the expense of liveabilitythough, with Toowoomba twice voted in the top 5 most familyfriendly cities in Australia.

Toowoomba Regional Council services a regional population of178,500 and employs a team of approximately 1,600 staff, dedicatedand passionate about delivering excellent customer service to thecommunity, residents, and visitors throughout the region. Werecognise that our success depends upon attracting and retainingskilled and talented staff and offer a wide variety of interestingchallenges and opportunities to develop your career.

Council does not accept unsolicited agency approaches orapplications for this or any other vacancy. No response will beprovided.

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

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