About the Role: As the Workforce Planner, you'll coordinate key Workforce Management (WFM) processes to keep our operations running efficiently. From roster schedules and forecasting to reporting and staffing optimisation, you'll play a hands ‑ on role in making sure the right people are in the right place at the right time. This is a fantastic opportunity for someone with call centre experience who's looking to step into a planning-focused role and build a long ‑ term career in workforce planning. This could be your chance to step into a Workforce Planner role where your work directly supports customer experience and the effective delivery of licensing and registration services for building and plumbing practitioners. What we are looking for: You will bring: Minimum 3 years' experience in call centre workforce management, across front ‑ of ‑ house and back ‑ of ‑ house operations, supporting scheduling, forecasting, and resource coordination. Proven ability to develop and manage rosters and forecasts, adapting quickly to real ‑ time and unexpected changes in demand or staff availability. Strong analytical and reporting skills, with experience monitoring real ‑ time, daily, and monthly performance against service level targets. Effective prioritisation and resource management capability, including arranging additional coverage and supporting operational changes or projects. Continuous improvement mindset, contributing to workforce planning processes, policies, and improved customer and business outcomes. For more information please visit the Position Description located at Career.vic.gov.au About the BPC BPC is Victoria's regulator for building and plumbing. It supports the growing Victorian community through the developments of harms-based regulation that is proactive and informed by data and intelligence. The BPC regulates for better consumer outcomes and is committed to safety, compliance and buildings that last. The BPC's aim is to improve the experience for consumers in the building system by overseeing all aspects of building quality control - regulation, insurance and dispute resolution. The BPC aspires to be a leading and trusted regulator, emphasising consumer outcomes, clear communication with practitioners, efficient processes, and a commitment to public interest The BPC brings key regulatory, dispute resolution, and insurance functions related to the building and plumbing industry together under one roof, streamlining the process for consumers and industry, and enabling the regulator to have oversight of all complaints so they can be handled more effectively and efficiently. Commitment to Diversity We celebrate the diversity of our workforce. The BPC values the benefits all our differences make and takes inclusion seriously. We welcome applications from Aboriginal and Torres Strait Islander people; Women, including into leadership and non-traditional areas; Neurodivergent people, People with Disability; Culturally and Linguistically Diverse/Marginalised people; Sexually and Gender Diverse people and from people at all stages of their careers. In short, we welcome people from all backgrounds and communities. We are committed to making our recruitment process accessible. If you have any accessibility requirements or need adjustments, please contact us at recruit@bpc.vic.gov.au . Flexible work arrangements are available we encourage you to discuss any preferences during the recruitment process. How to Apply We require you to upload: an up-to-date resume. Please include a cover letter detailing why you are interested in the opportunity and highlighting the skills and experience relevant to the responsibilities of this position and the key selection criteria. Important information Only electronic applications submitted via careers.vic.gov.au will be accepted. Candidates deemed suitable from a selection process may be considered for identical or similar vacancies within 6 months.
