Senior Manager Workforce Optimisation

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

Your opportunity:

The Senior Manager Workforce Optimisation position is responsible for establishing and leading the provision of resources and employee capability to support delivery of customer service excellence for multiple lines of business, for multiple locations globally and nationally, for different channels (across Contact Centre and Retail), voice, chat, email, social and back office.                                           

The Senior Manager Workforce Optimisation role is responsible for setting strategy, frameworks, and governance of all workforce planning functions across all TPG brands including retail. The role requires tight integration with the finance team and all lines of business to ensure we achieve budgets and create accurate forecasts which are all aligned with business requirements.

This position operates in an environment of constant change that will significantly impact upon the scope and direction of tasks and priorities.

You'll make impact by:

• Empower and Support Teams responsible for Real Time Management, workforce management Analytics, Capacity Planning, and scheduling for multiple lines of business, locations globally and nationally, for different channels (across Contact Centres and Retail), voice, chat, email, and back office.
• Create, implement, and operate a world class workforce planning framework and governance structure.
• Lead the strategy for Work Force Management for TPG Telecom.
• Create accurate forecasts and capacity plans for up to 18 months for finance to be able to create accurate budgets
• Through the leadership of the workforce managers and their teams consistently deliver Service Levels and an environment where we can provide outstanding customer & employee experience.

What you’ll bring:

• 15+ years of Workforce Management experience
• 5+ years of WFM experience in a managerial capacity
• Genesys Cloud preferred but not required.
• Demonstrated skills in the following areas: data analysis/visualization, forecasting, Excel.
• Ability to frame unstructured business problems with strategic, operational, and financial elements into executable strategic plans

Ideally, you will also have:

• Proven ability to lead workforce managers and successfully delivering results and developing team members to their full potential
• Proven methodical & efficient work leadership practices.
• Strong analytical & reporting skills.
• Clear and concise communications – in written, verbal and presentation formats.
• Previous experience working Genesys suite of applications.
• Extensive experience with Microsoft suite of applications, focusing on Excel.

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

#LI-Hybrid #LI-RS1 IND2