Permanent Full Time - 36.25 hours per week

$98,246.92 to $104,849.12 Annually + up to 12% super

RCC Officers' Level 6

Make it Count. Plan with Purpose. Empower Great Employee and Customer Experiences.

Join Redland City Council as a Workforce Planner and help shape the future of customer service in one of Queensland’s most unique and beautiful regions.

Are you a strategic thinker with a talent for forecasting, data analysis and workforce optimisation? Redland City Council is seeking a dynamic Workforce Planner to optimise workforce efficiency while enhancing both employee and customer experiences in our Integrated Customer Contact Centre (ICCC).

In this pivotal role, you’ll lead workforce planning efforts by forecasting contact volumes, designing schedules, and analysing operational metrics to ensure the right people are in the right place at the right time—delivering excellent customer outcomes across our vibrant community.

Guided by our Values, your responsibilities will include:

Forecast and plan with purpose by using data, trends, and systems to predict contact volumes and resource needs across daily, weekly, and seasonal periods.

Optimise schedules and the employee experience by balancing service delivery with staff wellbeing and engagement, ensuring peak coverage and efficient rostering.

Lead with insight, mentoring the Reporting & Support Officer and ensuring performance data is accurate, timely, and actionable.

Drive continuous improvement through analysis of service levels, performance metrics, and resource allocation.

Support operational continuity 24/7, monitor Council’s after-hours service levels.

Contribute to financial and compliance outcomes, supporting budget planning and ensuring workforce practices meet internal policies and legislative requirements.

What we're looking for:

Proven experience in workforce forecasting, scheduling and analysis within a contact centre setting

Strong forecasting skills, using both workforce planning systems and tools like Excel, with the flexibility to adapt insights manually when required

High proficiency with workforce management and reporting tools (e.g., AWS, Power BI)

Strong business acumen with the ability to interpret data and provide actionable insights

Demonstrated financial skills in budgeting, forecasting and performance monitoring

A collaborative mindset, with the ability to lead others and influence across teams with an excellent stakeholder communication abilities.

The ability to thrive in fast-paced environments and can adapt quickly to shifting priorities and customer needs.

Passion about improving employee and customer experiences through smart, strategic planning

Exceptional time management and organisational skills

About us:

At Redland City Council, we are committed to serving our community with excellence. We believe in fostering an inclusive, diverse, and innovative work culture where every individual is valued and empowered to contribute their best. You’ll enjoy diverse work and opportunities to grow, working in a truly special community and a region of outstanding natural beauty. In return for your passion and commitment to moving Redland Coast forward, we offer great benefits and the balance you need to bring the best you.

More reasons to love working with us:

Generous leave provisions such as paid parental leave and purchased leave including 17.5% loading on annual leave!

Ex-gratia day offered during the Christmas/New Year break.

Access to professional and leadership development programs and education/study assistance.

Mentoring and coaching opportunities to increase your industry knowledge and business acumen.

Diverse secondment opportunities for career development.

Reward and recognition programs.

Wellbeing programs and social club.

Access to discounts with over 400 leading retailers.

Access to RedFlex – our flexible work program offering flexibility in how, when and where you work.

Visit our careers page to learn more and read the stories of our incredible people.

Eligibility:

Successful applicants will be asked to consent to a police check. Please note that people with criminal records are not automatically barred from applying for this position. Each application will be considered on its merits. (delete if not required)

To be eligible for employment, applicants must have the legal right to work in Australia.

Applications will only be accepted through Council’s Web Recruitment system or through OURspace for current Council employees. Hard copy and e-mailed applications will not be accepted.

To be considered, applicants must submit a:

1. Cover letter (one page); and

2. Current resume that demonstrates how you meet the requirements of this role. Please read the Position Description and resume-based application instructions before applying for this role.

RCC utilises a merit-based recruitment process which may include various testing methods, such as psychometric testing and requesting the submission of a short video application from candidates after the advertisement closes.

Specific information on the position (200083) can be obtained by contacting Duncan Thomson on (07) 3383 3055. Applications for this position close at 11:59 p.m. Australian Eastern Standard Time (AEST) on 05/08/2025.

At Redland City Council, we truly value the diverse skills, experiences and perspectives of our people. We’re focused on making Council an inclusive place, where everyone belongs and brings in new skills, diverse experiences and backgrounds that enable us to serve our community better.

Applications will not be accepted from a third party.