Workforce Planner

Job Category : Administration and Office,Call Centre and Customer Service

Safe Steps is the only 24 / 7, family violence response centre in Victoria, providing a “state-wide entry point” for victim-survivors of domestic and family violence. Services include information and referral, crisis response, specialist family violence risk assessment, safety planning, Webchat, and access to supported crisis accommodation.

Our vision is safety, support and respect for all victim-survivors of domestic and family violence.

Our practice is trauma-informed and guided by evidence. We provide services to all victim-survivors and recognise that most of our work is dedicated to the needs of women and children which reflects the gendered nature of domestic and family violence.

Job Description

THE ROLE

We are looking for a Full Time Workforce Planner to join our growing team!

The Workforce Planner will be responsible for delivering workforce planning / forecasting, whilst also providing hands on support through the accurate and effective rostering accommodating a 24 / 7 crisis response service.

The Workforce Planner will undertake a range of operational rostering activities, workforce planning initiatives, data analysis and reports to ensure that workforce outcomes are achieved or that workforce challenges are addressed by the people responsible. This person is expected to have a high level of knowledge and skills in the use of our human capital management system and processes and is expected to exercise initiative and judgment where practices and direction are not clearly defined.

This is aPermanent, Full-Time role based in office and the salary is dependent on experience.

KEY RESPONSIBILITIES

Workforce Planning

Roster & Workforce Planning – Key Responsibilities

Maintain accurate schedules to meet crisis service demands.

Build rosters that balance efficiency and employee satisfaction.

Analyse trends and advise on sustainable roster strategies.

Coordinate rosters for training, leave, and skill coverage.

Operations - Key Responsibilities

Monitor Daily Operations Oversee real-time performance, call volumes, and service levels.

Process Improvement Identify inefficiencies and recommend solutions to enhance workflow and client experience.

Collaboration & Communication Liaise with team leaders, QA, and training teams to align on goals and support frontline staff.

Compliance & Quality Ensure adherence to policies, procedures, and regulatory requirements.

Payroll and Timesheet Management – Key Responsibilities

Timesheet Management

Oversee the accurate and timely submission of staff timesheets for each roster period.

Resolve discrepancies or missing information in collaboration with team leaders and employees.

Payroll Preparation

Compile and prepare verified timesheets for payroll processing on a fortnightly basis.

Ensure all relevant data is ready for extraction and submission to the payroll team within required deadlines.

Desired Skills and Experience

Significant experience in staff planning, scheduling, and real-time resource management within a contact centre 24 / 7 environment

Proven experience in workforce planning / forecasting as well as effective rostering

Experience in real time analysis and data analysis gained within a contact Centre Environment

Well-developed problem-solving skills to be adaptable and manage scheduling changes and challenges as they arise with key partners across the organisation

Strong knowledge of legislation and regulations including award and agreement interpretation

KEY SELECTION CRITERIA - Other

Experience in Human Force

Understanding of the SCHADS award

Bachelor’s Degree in Data, IT or Business or Management

INTERESTED? APPLY TODAY!

If this sounds like the role for you then click on the 'Apply Now'button below.

Please note :

• Your application will not be considered unless you provide a cover letter responding to the key selection criteria (maximum 2 pages of text)and a brief Resume.
• Applications will be assessed as they are received. We reserve the right to close the application period early if a suitable candidate is found.
• Applications must be submitted through the Safes Steps Jobs Portal unless another accessible method has been discussed.

Safe Steps is an organisation committed to an inclusive and accessible workplace for all. We strongly encourage applications from Aboriginal and Torres Strait Islanders, people with disabilities, those from diverse cultural, linguistic, and religious backgrounds, all ages, LGBTQIA+ people, and those with a diversity of experiences.

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