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About the Role

As Associate Director, Workforce Optimisation, you'll lead workforce strategy, resource planning and optimisation initiatives that balance customer experience, operational performance and commercial outcomes. You will partner across Operations, Technology, Finance, HR and Go-To-Market teams to influence senior stakeholders, drive AI-enabled transformation, and help build a future-ready workforce.

Responsibilities

• Leading the long-range workforce strategy and transformation roadmap.
• Designing future workforce models that leverage AI, automation and evolving customer needs.
• Overseeing strategic resource planning to align workforce capability with demand forecasts.
• Driving a balanced approach to productivity, cost efficiency, employee experience and customer outcomes.
• Providing insights and recommendations to senior leaders on workforce risks, opportunities and performance.
• Building strong partnerships across Operations, Technology, Finance, HR and commercial teams.
• Leading, coaching and developing a high-performing workforce planning team.
• Championing data-driven decision making and continuous improvement.

Requirements

• Significant experience in workforce strategy, workforce planning, capacity planning or contact centre optimisation.
• Strong commercial and analytical capabilities, with the ability to translate workforce insights into business outcomes.
• Experience leading large-scale transformation initiatives involving technology, operating model redesign and/or automation.
• Demonstrated success influencing senior stakeholders and driving outcomes across large, complex matrix organisations.
• Experience with workforce management platforms such as Verint, NICE, Genesys, Aspect or similar.
• A track record of leading high-performing teams and developing future capability.
• A passion for innovation, the future of work and human-centred workforce design.

Skills

• Strategic thinking
• Commercial acumen
• Transformation leadership
• Influencing across complex stakeholder environments

Location

• Hybrid

Work Type

• Hybrid
• Full-time

Experience Level

• Experienced

Benefits

• Competitive remuneration
• Employee discounts
• $80 monthly credit
• 25% off Optus products
• Unique shopping discounts with retail partners
• Flexible working arrangements (3 days in office, 2 days remote/home)
• Vibrant and collaborative office campus with amenities (cafes, convenience store, chill out zones, GP, post office, gym, on-site childcare centre)
• Competitive leave policies
• Additional 'Connected' days
• Up to 16 weeks paid Parental Leave
• Opportunities for professional development with Optus U micro-credentials
• Meaningful connections through employee-led networks and diversity initiatives
• Free access to counselling and support services (24/7)
• Free Optus bus from Macquarie University Metro Station

About the Company

• Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.

Equal Opportunity

• Optus values diversity and embraces individual differences.
• Committed to ensuring equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander.
• Offers adjustments and accessibility support for the recruitment process upon request.