Senior Manager, Workforce Capacity Planning

· SNSW Grade 11/12

· 1 x Ongoing Full-Time

· Location: Haymarket, Parramatta, Newcastle or Gosford

About the Role:

As the Senior Manager, Workforce Capacity Planning, you will lead and manage the design, development and enhancement of processes and systems within operational workforce capacity planning and management. This role will also manage the relationships between business unit leads both internally and externally and centers of excellence to streamline methodologies and processes within workforce planning, real time management, and recruitment to ensure accuracy, efficiency, and optimal utilisation of resources. This role will be accountable for the key business performance outcomes and drive best practice approach on efficient and automated reporting and planning.

Responsibilities:

Responsibilities include lead and manage the end-to-end workforce management process including designing, planning, deployment of relevant tools and frameworks, oversee the management of workforce systems (Genesys Workforce Management) and applications including reporting, auditing, analysis, and system changes, manage a team to generate operational demand and supply forecasts, including creating a roster system in a multi-channel delivery model and monitor resource utilisation for effective service delivery outcomes. Make recommendations for the enhancement of workforce systems. Provide expert advice and assistance to develop and enhance the capabilities of the team on forecasting, scheduling, roster building and operational delivery in a multi-channel environment. Gather business requirements and provide expert advice and coaching to key customers and stakeholders in relation to processes, workforce systems and reporting

About the Team:

The Workforce Capacity Planning team at Service NSW is dedicated to optimising resource utilisation and ensuring efficient service delivery across our diverse operations. Our team leads the design, development, and enhancement of workforce planning processes and systems, providing expert advice and support to internal and external stakeholders. We focus on accurate forecasting, scheduling, and real-time management to meet business needs and drive continuous improvement.

About You:

We are seeking a highly skilled and experienced Senior Manager, Workforce Capacity Planning to lead and transform our workforce management function. As a strategic thinker and operational leader, you will be responsible for designing, developing, and implementing innovative workforce planning solutions to optimise resource utilisation and drive business performance. If you have a passion for workforce optimisation, a strong strategic and analytical mindset, relevant tertiary qualifications or experience and the ability to influence and collaborate with diverse stakeholders, we encourage you to apply. Experience with Genesys Workforce Management system will be highly regarded.

Support office roles will be headquartered across McKell, Parramatta and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial and customer requirements of the role, and an ability to attend a NSW Government workplace as required.

Salary Service NSW Grade 11/12, with the base salary for this role starting at 157,569 base plus superannuation

Click Here to access the Role Description. For enquiries relating to recruitment please contact Justyna Klap via [email protected]

Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description.

Closing Date: Monday, 7 April 2025 at 9:59am

Please note: Applications submitted via email will not be considered during the shortlisting process.

Careers at Department of Customer Service
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