Workforce Optimisation Lead

Title: Workforce Optimisation Lead

Location: Brisbane Australia Hybrid

Job ScheduleFull time

Employment TypePermanent

Job Description:

Could this be one of those rare moments to do the best work of your career?

The Lottery Corporation is Australia's largest lottery company offering exciting games that deliver life-changing wins to customers and make a meaningful difference in the community.

We're the team who bring you Australia's favourite lottery and Keno games. For more than a century, we've been playing our role in creating positive impacts by delivering winning moments every day to our people, our customers, retailers, partners and our community.

Share joy, spark possibilities and join the winning team today!

As the Workforce Optimisation Lead, you will be responsible for forecasting, scheduling, reporting, and driving workforce optimisation initiatives that support both strategic and operational objectives. You will use workforce management principles, data insights, and continuous improvement practices to ensure the right resources are available at the right time while identifying opportunities to improve productivity, service delivery, and operational effectiveness.

What you'll do

• Develop forecasts, schedules, and workforce plans to support operational performance across multiple contact channels

• Analyse workforce data and operational trends to improve productivity, customer outcomes, and resource planning

• Monitor key workforce metrics including adherence, occupancy, shrinkage, forecast accuracy, and customer experience performance

• Deliver workforce insights, dashboards, and reporting to support business decision-making

• Identify and implement process improvements, automation opportunities, and workforce optimisation initiatives

• Support and enhance workforce management systems, reporting tools, and best practice processes

• Collaborate with stakeholders to drive operational efficiency and continuous improvement across the contact centre function

About You

You are a collaborative and solutions-focused with strong analytical capability and a passion for continuous improvement. You enjoy working with data, identifying trends, and delivering practical recommendations that drive operational success.

What you'll bring

• Strong analytical, numerical, and problem-solving skills

• High attention to detail and excellent organisational capability

• Advanced reporting and computer skills, particularly in Excel and databases

• Strong written and verbal communication skills

• Ability to present meaningful insights and recommendations to stakeholders

• A customer-focused mindset with commercial awareness

• A proactive approach to operational excellence and continuous improvement

Skills & Experience

• 3+ years' experience in workforce planning

• Experience within contact centre environments

• Experience supporting contact centre digital transformation initiatives

• Understanding of workforce management principles including forecasting, scheduling, and capacity planning

• Experience with workforce management platforms such as Genesys or Calabrio

• Advanced Excel and reporting capability

• Experience using Power BI, Tableau, or similar reporting tools

• Familiarity with contact centre technologies and telephony platforms

• Contact centre analytics experience highly regarded

• Workforce Planning, Six Sigma, or Continuous Improvement certifications advantageous

What you'll get

Not only will you receive an awesome candidate experience from our caring Talent team, but you'll get a genuine feel for who we are and what it's like to be part of our team.

The benefits of working with The Lottery Corporation are pretty good. Just to name a few:

• Balance work and life with our 'flex for great outcomes' approach - hybrid working, plus a range of generous leave options.
• Reward and recognition programs at all levels. Your hard work won't go unnoticed.
• Ignite your potential with our dedicated learning and development platform to support your bright future.
• We empower careers to grow from within. 50% of all roles in 2025 were filled by our own people, proving that your next opportunity is already here!
• A true sense of belonging. We're committed to Inclusion & Diversity with a range of initiatives such as our Gender Affirmation Support, employee inclusion networks and diversity memberships and celebrations.
• Make positive impacts with opportunities to volunteer with our community partners. We'll also dollar match fundraising efforts of our employees lending their support to registered charities.

If this role is of interest to you and you're ready to spark possibilities with The Lottery Corporation, but don't feel that your experience aligns 100%, we would still love to hear from you and encourage you to apply.

We're committed to providing a safe, respectful and supportive work environment. We encourage you to let us know if we can make any accommodations, so the process can be more user friendly for you.

We acknowledge and pay respect to the traditional custodians of the lands on which our offices, retail outlets and venues operate. We acknowledge the inextricable link First Peoples of Australia have with the land past and present.