Senior Manager, Workforce Capacity Planning - Service NSW

Job Description

Senior Manager, Workforce Capacity Planning SNSW Grade 11/12 1 x Ongoing Full-Time Location: Haymarket, Parramatta, or Gosford About the Role: As the Senior Manager, Workforce Capacity Planning, you will lead and manage the design, development, and enhancement of processes and systems within operational workforce capacity planning and management. This role will also manage the relationships between business unit leads both internally and externally and centers of excellence to streamline methodologies and processes within workforce planning, real-time management, and recruitment to ensure accuracy, efficiency, and optimal utilisation of resources. This role will be accountable for the key business performance outcomes and drive best practice approach on efficient and automated reporting and planning. Responsibilities: Lead and manage the end-to-end workforce management process including designing, planning, and deployment of relevant tools and frameworks. Oversee the management of workforce systems (Genesys Workforce Management) and applications including reporting, auditing, analysis, and system changes. Manage a team to generate operational demand and supply forecasts, including creating a roster system in a multi-channel delivery model. Monitor resource utilisation for effective service delivery outcomes. Make recommendations for the enhancement of workforce systems. Provide expert advice and assistance to develop and enhance the capabilities of the team on forecasting, scheduling, roster building, and operational delivery in a multi-channel environment. Gather business requirements and provide expert advice and coaching to key customers and stakeholders in relation to processes, workforce systems, and reporting. About the Team: The Workforce Capacity Planning team at Service NSW is dedicated to optimising resource utilisation and ensuring efficient service delivery across our diverse operations. Our team leads the design, development, and enhancement of workforce planning processes and systems, providing expert advice and support to internal and external stakeholders. We focus on accurate forecasting, scheduling, and real-time management to meet business needs and drive continuous improvement. About You: We are seeking a highly skilled and experienced Senior Manager, Workforce Capacity Planning to lead and transform our workforce management function. As a strategic thinker and operational leader, you will be responsible for designing, developing, and implementing innovative workforce planning solutions to optimise resource utilisation and drive business performance. If you have a passion for workforce optimisation, a strong strategic and analytical mindset, relevant tertiary qualifications or experience, and the ability to influence and collaborate with diverse stakeholders, we encourage you to apply. Experience with Genesys Workforce Management system will be highly regarded. Support office roles will be headquartered across McKell, Parramatta, and Gosford. We will consider role headquarters outside of the above locations where the role can reasonably be performed from that location taking into consideration the operational, financial, and customer requirements of the role, and an ability to attend a NSW Government workplace as required. Salary Service NSW Grade 11/12, with the base salary for this role starting at 157,569 base plus superannuation. Click Here to access the Role Description. For enquiries relating to recruitment please contact Lauren Johnson via Visit the Capability Application Tool to prepare for the recruitment process by accessing practice application and interview questions based on the focus capabilities listed in the role description. Closing Date: Tuesday 25th February, 2025 at 9:59am Careers at Department of Customer Service A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state. Belong in our diverse and inclusive workplace The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives. You can view our full diversity and inclusion statement here . We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to allow you to fully participate in this selection process (including an alternate format of the application form) please contact or 02 9494 8351. For more information, please visit Information on some of the different types of disabilities Information on adjustments available for the recruitment process #J-18808-Ljbffr