Lifeline Australia is a National Charity providing all Australians experiencing a personal crisis with access to 24-hour Crisis Support and Suicide Prevention Services.

About the Company:

Lifeline Australia is a National Charity providing all Australians experiencing a personal crisis with access to 24-hour Crisis Support and Suicide Prevention Services.

Lifeline is Australia’s largest suicide prevention service with over 40 centres around the nation. There are over 10,000 volunteers and 1,000 employees working to ensure that no person in Australia has to face their darkest moments alone.

Along with community services, Lifeline aims to deliver digital services to Australian people in crisis, wherever they might be and in the mode in which they are most comfortable accessing support. Each year, Lifeline receives almost 1 million contacts from people in crisis.

About the Role:

We have a permanent, full time position available for a Workforce Planning Lead here in Sydney CBD Head Office. Reporting to the National manager of Operations; the purpose of the Workforce Planning Lead (WPL) position is to ensure that the Lifeline services have effective workforce management practices including long term forecasting, short term forecasting, scheduling and rostering that engage the right resources when needed. They will be responsible for leading the production of different models to support business cases, projects and service delivery initiatives.

In addition, you will lead in the delivery and support of contact centre reporting so that performance delivery successes and challenges are understood throughout the network. Responsibility for this role is for the development and ongoing publishing of the workforce practice model that sets the framework for measuring the networks to performance targets related to service delivery. You will also take the lead in providing direction and completing day to day tasks with the Workforce Planning Analyst. This role will own the accuracy of forecasting and scheduling across the multi-channel environment with a continuous focus on improving service delivery.

About You

You will be able to demonstrate working in and leading a WFM team in complex call centre environment with previous experience and be confident in the establishment and ongoing refinement of WFM operations. In addition, you would have previously acted as a product owner for the implementation of workforce management replacement solutions and have hands on experience in the use of MIS such as Cisco Administrator in order to improve contact routing and network performance.

Furthermore; you would have implemented workforce management solution across a distributed network through effective consultation, showcases, contribution to the production of self-service educational material and one on one guidance whilst delivering presentations to senior members on performance results, goals and action plans with the intent of lifting collaboration and aligning on outcomes.

Nice to haves:

• Completed training in one or more workforce management applications include IEX and or Verint Blue Pumpkin.
• Advanced skills in excel including VBA
• Intermediate knowledge with analytics and modelling tools such as Alteryx and IMB SPSS.
• Project management certification

Benefits:

• Competitive remuneration
• Have a real impact on society working for Lifeline Australia
• Lots of variety and opportunities within the organisation
• Career development
• Expand your skill set and excel at a thriving time of transformation.

• Not for Profit Salary sacrificing tax benefits

Lifeline Australia is an equal opportunity employer.