High-impact operational leadership role Hybrid working arrangements Play a key part in ensuring workforce strategy Workforce Planning & Performance Lead Melbourne | Permanent Full-Time Join Compare Club in a high-impact workforce leadership role where you’ll drive forecasting, workforce planning, intraday operations and contact centre performance across a fast-paced, multi-channel environment. This role sits within our Contact Centre Technology & Operations Centre of Excellence and partners closely with Sales Operations, Product, Data and Platform teams to optimise workforce performance, operational delivery and customer outcomes. You’ll play a key role in ensuring workforce strategy, channel activity and operational performance remain aligned to demand, capacity and business priorities. What You’ll Be Doing Lead workforce forecasting and scheduling strategy across contact centre operations Drive intraday management, workforce performance and operational performance rhythms Oversee contact activity across outbound, inbound and digital channels Ensure workforce planning, dialler management, queue performance and channel activity are aligned to demand, capacity and business priorities Monitor workforce, dialler, queue, occupancy, adherence and channel performance Support capacity planning across campaigns, growth initiatives and seasonal demand periods Deliver workforce insights, operational reporting and performance analysis Identify productivity, efficiency and service improvement opportunities Partner with operational and support teams on workforce and operational planning decisions Support workforce optimisation initiatives across people, channels and customer demand Lead a small team focused on workforce planning, intraday operations and performance management What We’re Looking For Experience in workforce planning, workforce management or contact centre operations Strong understanding of forecasting, scheduling, occupancy, adherence and capacity planning Experience managing intraday performance within a contact centre environment Strong understanding of operational performance drivers across contact centre environments Experience working with diallers, queues and multi-channel operational environments Strong analytical and problem-solving capability Ability to turn workforce and operational data into practical business decisions Strong stakeholder management and communication skills Commercially minded with a strong focus on performance outcomes and operational efficiency Why Join Compare Club? High-impact operational leadership role Opportunity to influence workforce strategy and operational performance Collaborative and fast-paced environment Growing business with strong career opportunities Exposure to large-scale contact centre operations Melbourne-based role with supportive leadership team About Compare Club Compare Club helps Australians make smarter financial decisions across insurance and household expenses. With more than 500 employees across Australia, we combine technology, data and specialist expertise to deliver better customer outcomes. If you enjoy workforce strategy, operational performance and solving complex planning challenges in fast-moving environments, we’d love to hear from you.
