- hours per week
Make a Difference and Make it Count
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 knack for forecasting, data analysis and workforce optimisation? Redland City Council is seeking a dynamic Workforce Planner to drive service efficiency 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 model customer contact volumes using historical data and system insights
Build effective staff schedules aligned to service level targets and operational needs
Lead and mentor the Reporting and Support Officer, ensuring timely, high-quality reporting
Analyse and report on performance against KPIs and the ICCC Corporate Scorecard
Monitor Council’s after-hours service levels and support budget development processes
Deliver real-time adjustments to staffing plans in response to demand fluctuations
Ensure workforce compliance with internal policies and legislative requirements
What we're looking for:
Proven experience in workforce forecasting, scheduling and analysis, ideally within a contact centre or service delivery setting
High proficiency with workforce management and reporting tools (e.g., Genesys, Verint, Power BI, Tableau)
Strong business acumen with the ability to interpret data and provide actionable insights
Demonstrated financial skills in budgeting, forecasting and performance monitoring
Collaborative mindset and excellent stakeholder communication abilities
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 () can be obtained by contacting on (07) . Applications for this position close at 11:59 p.m. Australian Eastern Standard Time (AEST) on .
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.
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