Workforce Planning and Optimisation Manager

• Ensure Lifeblood’s National Contact Centre operates efficiently and effectively through strategic workforce planning, digital optimisation, and process governance
• Permanent full-time opportunity with WFH flexibility – Adelaide location preferred 
• Salary circa $140k - $150k + Superannuation + Salary Packaging

Discover life-giving possibilities 

Lifeblood is more than just a job or a career, it’s an opportunity to be part of something that matters. As an organisation, our purpose is simple: to give life. Together, we want to help you build a fulfilling career with Lifeblood. 

About the role

The Workforce Planning & Optimisation Manager is responsible for ensuring the NCC operates efficiently and effectively through strategic workforce planning, digital optimisation, and process governance. This role blends operational insight with technical capability, overseeing AI bot maintenance and real-time management of agent-assisted and digital interactions.

A key focus of the role is to balance agent-assisted channels with digital solutions including chatbots, self-service tools, and internal automation to deliver seamless, scalable, and customer-centric experiences. The role will also support and take ownership of future and emerging technologies once they’re implemented.

The manager leads the strategic use of AI-powered bots to increase efficiency across both the workforce and digital experience, automating routine tasks, enhancing service consistency, and enabling agents to focus on complex, high-value interactions. This position supports internal teams with the tools, data, and processes they need to succeed, while maintaining high standards of performance, compliance, and service quality.

Sound interesting? Here’s what we’re looking for;

• Demonstrated experience in workforce forecasting, capacity planning, and real-time resource management within a contact centre environment
• Experience with the Verint Cloud platform would be highly advantageous.
• Understanding of bot training, performance metrics (e.g. containment rate, escalation paths), and customer experience design
• Expertise in live monitoring and adjustment of agent-assisted and digital interactions to maximise performance
• Ability to make data-driven decisions under pressure, balancing channel mix and resource allocation in dynamic environments
• Experience maintaining operational processes and knowledgebases to support frontline accuracy and efficiency
• Competence in generating and interpreting basic reports and dashboards to inform decision-making
• Proven ability to design and implement workforce strategies that enhance work-life balance for frontline staff, including flexible rostering practices and empowering self-managed scheduling approaches.
• Experience implementing tools and processes that enhances donor experience and supports employee engagement through streamlined operations and thoughtful workforce practices.
• Strong interpersonal, communication skills and stakeholder engagement capabilities.

This is a permanent full-time opportunity with a hybrid work model rotating between WFH and our National Contact Centre in Adelaide. Lifeblood is proud to accommodate flexible working and we are open to conversations around what this means to you. 

Thrive in a diverse culture that cares for your wellbeing 

We’re a diverse and inclusive bunch. We’re proud to foster an environment where all people can come together to achieve their very best. Whether it’s workplace safety or work/life balance, we look after our employees’ varying needs. As part of the Lifeblood team, you’ll have access to a generous salary packaging program, plus a great range of rewards like discounts on insurance, groceries, food & beverage, department stores, travel, and more. 

Excited about this opportunity? Apply now discover a career filled with life-giving possibilities. 

Next steps 

When it comes to recruitment we like to move fast, this means we progress suitable candidates through the hiring process as soon as we can.  

We are a 2025 Circle Back Initiative Employer and commit to respond to every applicant. You’ll hear from us with an outcome after your application has been reviewed and assessed. 

If selected, you’ll be required to complete a few background checks and we’ll help you through this process.  

If you require any adjustments to feel more supported during our recruitment process, please reach out to us.  

For further details on this position, please reach out to Tayler on tdobbs@redcrossblood.org.au. 
**Please note we cannot accept applications via email so please apply online  

This vacancy is being managed directly by Lifeblood’s Talent Engagement team. We won’t accept candidates from external recruitment agencies on this occasion.