Careers at Symbos

What’s in it for you;

• Lead with Impact: Take ownership of a critical function that drives operational success and service delivery across the organisation.
• Empower Your Team: Build capability, mentor analysts, and foster a culture of collaboration and continuous improvement.
• Career Advancement: Position yourself for future leadership opportunities in a business that values internal growth and professional development.
• Innovate and Improve: Work with advanced WFM systems and data analytics to deliver smarter, more efficient solutions.
• Wellbeing Focus: Enjoy access to health initiatives, confidential support services, employee discounts and novated leasing.
• Time to Recharge: Benefit from an annual day to disconnect and the flexibility to celebrate the holidays that matter most to you.

As a Workforce Management Team Lead, you will lead the day-to-day operations of the Workforce Management team, ensuring accurate forecasting, scheduling, and real-time management to support service level achievement and operational efficiency. This role focuses on delivering tactical workforce solutions, coaching team members, and partnering with operational leaders to maintain adherence and optimise resource utilisation.

What You’ll Be Doing;

• Lead Workforce Management: Drive short-term forecasting, validate data inputs, and communicate changes promptly to operational leaders.
• Manage Scheduling & Rostering: Create and maintain rosters that meet business needs and compliance requirements, adjusting schedules to optimise adherence and minimise shrinkage.
• Real-Time Performance Management: Monitor intraday performance, respond to unexpected changes, and escalate significant variances to maintain service levels.
• Reporting & Analytics: Prepare daily and weekly reports on adherence, utilisation, and performance metrics, identify trends, and recommend improvements.
• Team Leadership: Coach and mentor a small Workforce Management team, allocate tasks effectively, and foster a collaborative, high-performing team culture.
• Stakeholder Engagement: Act as the first point of contact for operational leaders on scheduling and real-time issues, building strong relationships to ensure alignment and responsiveness.
  
  

What You’ll Bring;

• Experience in workforce scheduling and real-time management within a contact centre environment.
• Strong analytical skills, attention to detail, and excellent communication.
• Ability to engage stakeholders and adapt to changing priorities.
• Collaborative and proactive approach with a focus on continuous improvement.
• WFM system knowledge essential.
  
  

The Mindset You’ll Bring;

• Leadership: You inspire and guide your team to deliver accurate and timely workforce outputs.
• Problem Solver: You thrive on finding solutions and making data-driven decisions.
• Team Spirit: You foster collaboration and keep operational goals at the centre of everything you do.
• Resilience and Adaptability: You remain calm under pressure and adapt quickly to changing circumstances.
• Curious Learner: You seek feedback, embrace learning, and continuously develop your skills.

Ready to Lead? Apply Now! Reach out to Danielle_Stanton@symbos.com.au for more information. We are a Circle Back Initiative Employer – we commit to respond to every applicant.

About Us;

Recoveriescorp, part of Symbos Group, has been operating in the contact centre space for over 30 years. Our mission is to help communities build financially sustainable futures through successful and socially responsible credit experiences and we’re pleased to see our people live this mission everyday!

We understand that in order to achieve our mission, we must engage a workforce that represents the diverse communities and customers we support across Australia and New Zealand.

That’s why we are committed to ensuring everyone is treated fairly, with respect and provided with inclusive and equal employment opportunities. We encourage applications from people of all ages, nationalities, abilities and cultures including indigenous peoples; people from culturally diverse backgrounds; people with disabilities and all members of the LGBTQIA+ community.