Manager Workforce & Expense

Job Description

• Lead real-time and near‑term workforce performance across Customer Care & Recovery, ensuring optimal service and cost control.
• Translate strategic plans into actionable execution, drive continuous improvement, and oversee WFM systems and compliance.
• Permanent leadership role based at our Mascot Campus

We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today.

The Manager Workforce Performance & Expense leads the Workforce Management Service Performance team and has accountability for the real‑time and near‑term operational performance of workforce management across the Customer Care & Recovery portfolio (including the Global Contact Centres, Customer Journey Operations & the Customer Advocacy Teams). This role is responsible for ensuring that all WFM processes—from scheduling and intraday management to post‑event analysis—are executed to the highest standard, delivering optimal service outcomes, operational efficiency, and cost control.

The Manager partners closely with operational leaders, BPOs, and WFM support teams to drive performance, resolve issues, and identify opportunities for continuous improvement.

A key focus of this role is to translate strategic workforce plans into actionable, real‑time execution, ensuring that resources are deployed effectively to meet service delivery targets. The Manager will lead the team in monitoring, analysing, and enhancing WFM performance, leveraging data‑driven insights and best practice methodologies. The role also oversees systems administration, payroll integration, and compliance with operational policies, ensuring seamless support for both onshore and offshore operations.

• 7+ years in similar role
• Tertiary qualifications in Business Management, Commercial or Financial
• Extensive experience in real‑time workforce management and operational performance in a complex, multi‑channel environment (including contact centres, BPOs, and support teams).
• Strong analytical, problem‑solving, and data interpretation skills, with advanced proficiency in WFM systems.
• Demonstrated ability to lead, coach, and develop high‑performing teams, fostering a culture of accountability and continuous improvement.
• Proven capability in stakeholder engagement, negotiation, and relationship management at all organisational levels.
• Advanced skills in Microsoft Office (especially Excel and Power BI) and experience with reporting and analytics tools.
• In‑depth understanding of payroll integration, leave management, and compliance with industrial agreements and policies.
• Experience in process improvement, change management, and user acceptance testing.
• Strong organisational skills, with the ability to prioritise, manage competing demands, and deliver results under pressure.
• Excellent verbal and written communication skills, including the ability to present complex analysis clearly.
• High level of professionalism, integrity, and commitment to customer experience and business objectives.

You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally r development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on‑the‑job training and coaching as well as our formal training opportunities.

While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

• We love to travel:
  Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options:
  Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus…