Head of Workforce Management

Company Description

TSA is proudly Australian-owned and a leader in the contact centre outsourcing Industry. We help some of the world’s biggest brands connect with their customers in meaningful ways. With contact centres in Australia, New Zealand and the Philippines, we’re on a mission to revolutionize how people interact with brands, creating experiences that leave a lasting impression.

We’re dedicated to leading the way in workforce management excellence. As the Head of Workforce Management, you’ll have the opportunity to design and deliver our workforce management strategies, ensuring that we not meet and exceed the expectations of our clients, our people, and our shareholders.

Job Description

You will oversee the planning, scheduling, and real-time management of our frontline contact centre resources, driving operational efficiencies and excellence. As a senior strategic leader and member of our Group Leadership Team, you will establish best-in-class workforce management practices, optimise staffing models and build strong relationships across internal teams and external clients to support our growth and mission. You will be curious about innovation, have a keen interest in workforce management technology developments, and tapped into the Australian workforce management industry community.

Key Responsibilities:

Strategic Workforce Planning: Design and implement workforce management principles that align with the company’s operational goals and client needs.

Forecasting and Scheduling: Drive accuracy in forecasting, ensuring that resources are optimized to meet demand with a focus on balancing people experience and commercial priorities.

Stakeholder Engagement: Cultivate strong relationships with senior leadership, clients, and stakeholders to ensure alignment on workforce strategies and KPIs.

Performance Optimisation: Lead and inspire a team to deliver continuous improvements in workforce management, leveraging data-driven insights to optimize operations.

New Business Support: Contribute to resource modeling for new business, ensuring that workforce requirements are accurately incorporated into business cases.

Compliance and Best Practices: Establish and maintain compliance standards and promote a culture of continuous improvement within the workforce management team.

Qualifications

What We’re Looking For:

Experience: Proven experience managing a workforce management team, ideally within a contact center or BPO environment.

Technical Expertise: Advanced knowledge of workforce management systems (e.g., Alvaria, NICE, Verint, Genesys) and data analytics tools.

Analytical Mindset: Strong analytical abilities with a focus on evidence-based decision-making and performance metrics.

Leadership Skills: A motivational leader who can engage, develop, and drive a team towards achieving excellence in workforce management.

Communication: Excellent communication skills with the ability to influence stakeholders at all levels, both internally and externally.

Additional Information

Why Join Us?

At TSA, we believe in creating a unique culture that promotes growth, recognition, and fun. Here's what you can look forward to:

• #TSAWays: Experience a vibrant culture that celebrates your achievements and fosters personal growth.
• Recognition Programs: Be celebrated through our exciting and rewarding recognition programs.
• Supportive Team Vibe: Join a fun, friendly, and supportive team environment.
• Forward-Thinking Culture: TSA Group prides itself on being innovative and using advanced customer experience technologies, allowing employees to work at the cutting edge of customer experience and workforce management.
• Meaningful Work: TSA Group creates experiences that people love, impacting how customers connect with brands. Employees have a real influence on shaping customer satisfaction and driving client success.

As the Head of Workforce Management, you will have the opportunity to shape a high-performing team in a fast-growing organisation,and will report directly into our C-Suite. You’ll work alongside a group of talented professionals committed to making a positive impact in workforce management. If you’re ready to lead, innovate, and contribute to our success, we encourage you to apply!