Workforce Planning Real-Time Lead
Recoveries corpWe are seeking a Workforce Planning Real‑Time Lead to provide dedicated real‑time workforce oversight within a client environment. This role is focused on intraday performance management, responsiveness to incidents and variances, and clear real‑time reporting to support operational decision‑making. This role has a direct impact on service level outcomes, responsiveness to incidents, and operational stability within a client environment.
What You’ll Be Doing;
- Providing end‑to‑end real‑time workforce oversight and decision‑making within a contact centre environment
- Managing intraday changes, incidents, and performance variances
- Improving responsiveness to volume fluctuations and operational risks
- Delivering real‑time and end‑of‑day workforce reporting
- Partnering with operational leaders to support immediate outcomes
What You’ll Bring;
- Strong capability in real‑time workforce operations within a contact centre
- Experience managing intraday performance in high‑volume environments
- Confidence making operational decisions under pressure
- Experience working with workforce management systems
- Exposure to Calabrio, Zendesk, and/or LivePerson
The Mindset You’ll Have;
- Calm and decisive in fast‑paced environments
- Accountable for real‑time outcomes and recovery actions
- Practical and solutions‑focused in approach
- Comfortable working directly with operational stakeholders
- Adaptable to changing demand and priorities
What’s in it for you;
- Six‑month contract with immediate operational impact
- Embedded role within a client environment
- Hybrid working arrangement with on‑site collaboration
- Opportunity to influence real‑time workforce performance
Applicants will be contacted as they apply – for more details or a confidential conversation please reach out to danielle_stanton@symbos.com.au
About Us;
Symbos is a dynamic and fast‑paced group of businesses, committed to delivering service excellence across contact centre operations, legal services, software solutions, and customer engagement. Our group includes four key brands: Recoveriescorp, Symbos Connect, Mason Black + Mendelsons Lawyers, and Sourcewiser. With a strong focus on compliance, innovation, and collaboration, we deliver tailored solutions across a range of industries to meet our clients’ unique needs. We believe in the power of great people and are proud to work with talented professionals who drive our success.
We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support. That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community.