Workforce Planning Manager

At Plan Partners, we’re passionate about empowering people living with disabilities to bring their NDIS plans to life. As a leading provider of plan management and support services, our purpose is simple: to help our customers focus on what matters most—living the life they want.

We’re seeking an experienced Workforce Planning Manager to optimise our resourcing strategies and ensure we meet our customers’ needs while achieving operational goals. This pivotal role collaborates with Operational and Support Coordination Team Leaders and Senior Management to oversee budgeting, forecasting, and day-to-day scheduling.

You’ll analyse historical data to predict trends, maximise team skills, and enhance our multi-channel operations—including telephony, email, live chat, and case management—while supporting the introduction of new digital communication channels.

Key Responsibilities

• Forecast demand and develop long-term capacity plans using trend analysis, historical data, and business objectives to ensure resourcing aligns with customer and operational needs.

• Optimise telephony routing and multi-channel operations (telephony, email, live chat, case management) to enhance customer experience and support digital channel growth.

• Deliver actionable workforce planning reports (daily, weekly, monthly) with KPIs and performance dashboards to provide insights for Contact Centre Managers and Team Leaders.

• Monitor and adjust intra-day schedules in real-time, collaborating with Operational Leaders to optimise service levels, resource utilisation, and queue management.

• Drive innovation and continuous improvement in forecasting, resource management, and workforce planning systems (e.g., Verint) to boost contact centre performance.

• Collaborate with leadership to determine resourcing needs across operational and support areas, balancing service levels with training, meetings, and leave management.

Skills & Experience

• Minimum 2-3 years of workforce planning experience in a contact centre environment (30+ seats or equivalent).

• Proven expertise with ACD/telephony systems (Amazon/Verint experience a plus) and CRM platforms (e.g., Salesforce).

• Strong skills in forecasting, modelling, budgeting, and recruitment planning.

• Advanced proficiency in MS Excel and data analysis.

• Experience managing multi-channel, multi-site workforce planning (including remote teams).

• Excellent communication, negotiation, and stakeholder engagement skills.

• Creative problem-solving and a proactive approach to driving efficiencies.

Behaviours We Value

• Customer Focus: Committed to delivering high-quality outcomes and improving services.

• Empathy & Cultural Awareness: Relates to and communicates effectively with diverse individuals.

• Initiative & Accountability: Proactive, self-starting, and takes ownership of actions.

• Teamwork: Collaborates respectfully and supports conflict resolution within teams.

Why Join Us?

Be part of a purpose-driven organisation making a real impact. You’ll work in a dynamic environment, collaborating with a supportive team dedicated to helping people achieve their goals. If you’re ready to bring your workforce planning expertise to a role that matters, we’d love to hear from you!

What we can offer you:

• Novated leasing benefits and discounts

• 12 weeks paid parental leave and access to our Parents Portal

• 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

Embracing our value of Everyone Matters we hold a collective commitment to foster an environment where all differences are valued and respected. 

• 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 embrace hybrid working and welcome conversations about flexibility. 

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 peoples 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 at mmsgrouprecruitment@mmsg.com.au