Workforce Management Specialist

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Step into a pivotal Workforce Management Specialist opportunity to shape contact centre performance through masterful forecasting, scheduling, and real‑time optimisation across a dynamic 24/7 global operation. You’ll partner closely with leaders and technical teams to influence strategy, elevate service levels, and deliver data‑driven workforce insights that empower both customers and employees.

If you're an energetic, stakeholder‑savvy professional who thrives in fast‑paced environments and knows contact centre WFM inside out, and if you have WFM platforms such as, NICE IEX / NICE WFM, Verint, Aspect as highly desirable, then this is your opportunity to make a high‑impact contribution.

Your day to day will consist of

• Deliver accurate multi‑channel forecasting and scheduling to achieve service levels and operational efficiency.
• Manage and optimise WFM system schedules and configuration, including staff profiles, skills, rotations, and telephony skill mapping.
• Execute real‑time workforce management, responding to intraday changes, maintaining KPIs, and managing escalations.
• Produce and maintain clear WFM reports, documentation, and work instructions across required reporting cycles.
• Ensure all workforce decisions meet Optus EPA and Australian Fair Work compliance requirements.
• Identify and implement continuous improvement opportunities, including process efficiencies and automation.
• Collaborate effectively with WFM leaders, technical teams, and business stakeholders to ensure operational alignment.
• Coordinate WFM requests such as shift swaps, leave, and staffing updates with accuracy and timeliness.

What makes you perfect for this role

• Workforce Management expertise using enterprise WFM platforms (e.g., NICE IEX / NICE WFM, Verint, Aspect) across forecasting, scheduling, and real‑time management.
• Strong contact centre operations knowledge, including SLAs, KPIs, AHT, multi‑channel contact flows, and staffing models for 24x7 environments.
• Advanced analytical and troubleshooting skills, with proficiency in Excel (pivot tables, lookups, formulas) and experience producing actionable WFM reporting; Power BI exposure highly regarded.
• Effective stakeholder communication and escalation management, with the ability to influence leaders, partner with vendors, and document decisions clearly.
• Customer‑centric mindset with a results orientation, balancing service levels, cost, and employee experience.
• High organisational discipline and autonomy, able to prioritise, perform under pressure, and adapt to changing operational needs.
• Technical fluency in contact centre ecosystems, including telephony/IVR skill mapping (e.g., NICE CXone) and WFM configuration (skills, rotations, profiles).

What’s in it for you?

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners.
• Flexible working arrangements with opportunities to work three days in the office, two days remote or home.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity