{"id":3253680,"url":"https://alion.io/job/efm-logistics-workforce-planning-manager","title":"Workforce Planning Manager","company":{"id":673889,"name":"efm Logistics","domain":"efmlogistics.com.au","url":"https://alion.io/company/efmlogistics","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":3,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"HR","role_family":"HR","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Moorabbin, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":71000,"max_usd":147000,"period":"year","method":"role_country_seniority_unknown","sample_n":61},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false}],"status":"live","first_seen_at":"2026-10-25T23:42:07Z","employer_posted_date":"2026-10-25","last_verified_at":"2026-10-29T12:14:55Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"At efm Logistics, we're passionate about delivering smarter, more efficient supply chain solutions for some of Australia's most recognised brands. As Australia's largest 4PL provider, we combine industry expertise and innovative technology to deliver exceptional customer experiences.\nThe Opportunity\nWe're seeking an experienced Workforce Planning Manager to take ownership of workforce planning across our Customer Service function.\nThis is a hands-on leadership role where you'll oversee forecasting, capacity planning, rostering and real-time workforce management to ensure our teams are equipped to meet customer demand and service level targets. Working closely with Customer Service leadership, you'll drive workforce efficiency, improve productivity and ensure our people, systems and resources are aligned with business needs.\nYou'll play a key role in improving processes, reporting and systems to support the continued growth and performance of our Customer Service function.\nRequirements\nKey Responsibilities\nDevelop and maintain short- medium- and long-term workforce forecasts using historical trends, customer demand, seasonality and business requirements.\nTranslate forecasts into staffing requirements, capacity plans and headcount projections to ensure appropriate coverage across a workforce of 100+ employees.\nDesign and manage complex, multi-skilled rosters across customer portfolios, including extended operating hours, public holidays, peak periods and customer-specific requirements.\nMonitor real-time call, email and case volumes, adjusting staffing and workload distribution to maintain service levels and manage unexpected demand.\nManage planned and unplanned leave, absenteeism, schedule adherence and resource allocation to optimise workforce coverage and productivity.\nOversee workforce management systems, reporting and data integrity, working with Technology and Customer Excellence to improve system configuration, automation and efficiency.\nAnalyse workforce performance, including forecast accuracy, utilisation, productivity, service levels and cost-to-serve, providing insights and recommendations to senior leadership.\nIdentify and implement continuous improvement initiatives across forecasting, scheduling, workforce processes and technology.\nPartner with Customer Service, People & Performance, Finance, IT and other stakeholders to align workforce planning with operational and customer requirements.\nLead, coach and develop a small team of workforce planning analysts and schedulers, building capability and driving accountability.\n\nAbout You\nYou're an experienced workforce planning professional with technical expertise and leadership capability to make an immediate impact. You understand the complexities of managing a high-volume customer service environment and can confidently translate data and customer demand into effective workforce plans.\nTo be successful, you'll bring:\nAt least 5 years' experience in workforce planning or workforce management within a contact centre or high-volume customer service environment.\nAt least 2 years' experience leading and developing a team.\nDemonstrated experience forecasting, scheduling and managing capacity for 100+ FTE across multiple channels.\nHands-on experience with workforce management platforms such as NICE, Verint, Genesys Cloud WFM, Calabrio or similar.\nStrong analytical skills, advanced Excel capability and experience developing workforce reports, dashboards and performance insights.\nA sound understanding of Australian rostering requirements, including Modern Awards, Enterprise Agreements and Fair Work obligations.\nExperience managing complex rosters, fluctuating workloads, leave coverage and workforce utilisation.\nA proven track record of improving processes, optimising systems and using data to drive operational performance.\nStrong communication and stakeholder management skills, with the ability to balance strategic planning with practical, day-to-day operational needs.\nA tertiary qualification in Business, Analytics, Operations Research or a related discipline will be highly regarded.\nBenefits\nWhy Join efm Logistics?\nStrong focus on regular and ongoing professional development training, enhancing skills and career progression\nA dynamic and empowering culture, where we challenge each other to do it better\nAn opportunity to be part of an industry leader\nModern office space and technology\nFree parking and onsite café\nCompany functions and team building activities\nPartner with 2 charities, volunteering time to make a difference and contribute to the positive impact they are having both locally and internationally\nReady to Make an Impact?\nIf you're an experienced workforce planning leader who thrives in a fast-paced environment and is ready to make an immediate impact, we'd love to hear from you!","description_format":"text","description_chars":4829,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-10-25T23:42:07Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring 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