The Workforce Management Coordinator will assist in establishing, developing and maintaining the day-to-day operations of an efficient Workforce Management (WFM) System to ensure its operational capability and effectiveness. The role will support the Operations Centres (i.e. Triple Zero 000 Call Centres) with daily planning, scheduling and compliance requirements in the WFM system.

The Workforce Management Coordinator will be part of the WFM Team who are responsible for all aspects of workforce planning, developing operational best practice, and resource plans for all Operations Centres. The QAS has approximately 600 employees distributed across eight Operations Centres in Queensland. The development of the WFM System will run in parallel with existing operational rostering units.

Job details

We are seeking applicants who, within the context of the role responsibilities, possess the following key attributes:

• Demonstrated knowledge and experience in workforce management, scheduling and/or Contact Centre Methodologies and reporting principles.
• Proven ability to assist with strategic planning, the review and development of policies and procedures and the implementation of service improvement initiatives.
• Well-developed oral and written communication skills and the proven ability to build and maintain productive relationships with a range of internal and external stakeholders.
• Proven ability to achieve high levels of customer service in an environment with high work volume, strict deadlines and competing priorities.

The following mandatory requirements, special conditions and/or other requirements apply to this role:

• The incumbent may be required to travel on official business and the possession of a C class driver's licence may be required.
• Previous experience using workforce management software applications will be highly regarded.
• Intermediate Microsoft Excel skills will also be highly regarded.

Applications to remain current for 12 months.

Job Ad Reference: QLD/697722/26

Closing Date: Wednesday, 26th August 2026

Further information

We are committed to building inclusive cultures in the Queensland public sector that respect and promote human rights and diversity.

Please ensure you download all attachments and follow the instructions on how to apply.

Documents

Before applying for this vacancy please ensure you read the documents below.

• 697722 26 - Role Description (Word, 1,010KB)
  
  
  697722 26 - Applicant Information Kit (PDF, 355KB)