Workforce Planning Lead

Full Job Description

About you

You are a strategic, analytical and results driven Workforce Planning Lead with a strong delivery focus. Your extensive experience has helped you to develop highly effective organisational and problem-solving skills, and strong functional knowledge of influencing factors such as KPIs, service levels, and the relationships between quality, productivity, and employee satisfaction. You are engaging and collaborative and have exceptional communication and motivational skills. You can influence the business through your expertise, consultative approach, and technical awareness. You are a respectful and professional person who demonstrates exceptional moral values in everything you do.

About the role

Reporting to the Operations Support Manager, you will provide leadership to a team of three Workforce Administrators and be responsible for the delivery of the Workforce Management functions and strategy for the Serco Traffic Camera Services Detection Services business unit. This involves understanding, analysing, and improving the business and people impacts of decisions relating to workforce management. You will also be required to successfully deliver the underlying functions of forecasting, scheduling, real time management, reporting and workforce analytics.

To be successful for this role, you will have:

• Tertiary qualifications in a business or technology service delivery discipline
• Sound planning, time management, analytical, problem solving, and organisational skills.
• Proven ability to perform well under pressure with an ability to prioritise.
• Strong Customer Service focus, with previous experience in working with a government client(s) in a service or related environment
• Experience in a similar Workforce Management role within a complex medium sized operation.
• Demonstrated success in leading and implementing change including cultural change
• Experience in dealing with tight timeline constraints and meeting deadlines.
• Demonstrated ability to manage resources within a defined budget to achieve service standards and organisational goals.
• Competent user of MS-Office applications especially Word and Excel
• Good understanding of ACD and Workforce Management systems (including their reporting capabilities, the management of telephone queues, call routing/overflows, etc.)
• Experience with Time2Work (desirable)

About us – Serco & proud

At Serco, not only is the nature of the work we do important, but everyone has a vital role to play from caring for vulnerable people to managing complex public services. We are a team of 50,000+ globally and 14,000+ in Asia Pacific responsible for delivering essential public services in areas including defence, justice, immigration, healthcare, facilities management & citizen services. To learn more please visit

Why Join Us

• You’d be joining a company that delivers essential public services (in partnership with governments) that impact a better future for communities , & those in our care
• You’ll get to have an impact on how we dothings: Enjoy being part of a driven team with a collaborative culture that values decision-makers & action.
• We Invest in you: Accelerate your career through our learning & development opportunities – think skills based training, defined career pathways & fantastic internal mobility opportunities across the group!

If you’re inspired to make a positive difference, apply now.

Serco’s values of Trust, Care, Innovation and Pride underpin everything we do. We are curious, creative and collaborative. Our people matter and make a difference every day.

We seek and celebrate diversity and encourage applications from all backgrounds and cultures including Aboriginal and Torres Strait Islander people, LGTBQI+, veterans and people with disability. By joining Serco you will have access to Employee Networks led by colleagues who are passionate about diversity, inclusion and belonging.