Workforce Manager

About The Role

The Workforce Management (WFM) Manager will lead the end-to-end optimisation of our Customer service team dedicated to the Woolworths MarketPlus.

Managing a footprint of 100–200+ FTE, you will ensure optimal staffing across critical business banners, including BIG W, Everyday Rewards Shop, and Everyday Market.

You will balance multi-banner skill-routing, capacity planning, and real-time execution so that frontline staff are perfectly positioned to deliver an exceptional customer experience.

What You'll Do

• Develop and maintain short, medium, and long-term volume and workload forecasts across unique WMP banners (BIG W, Everyday Rewards Shop, Everyday Market), accounting for contrasting seasonal peaks (e.g., AU Click Frenzy, Black Friday, Boxing Day, and EOFY).
• Track and analyse shrinkage variables unique to the Manila market (absenteeism, local holidays) while aligning capacity with AU-driven training schedules, upskilling, and onboarding timelines.
• Partner closely with AU operational leadership, HR, and the L&D Specialist to translate upcoming marketing campaigns, banner expansions, and recruitment pipelines into accurate staffing and seat-capacity models.
• Design, build, and optimize agent schedules tailored to multi-skilled environments. Ensure the roster effectively balances specialists across different WMP banners to maximise occupancy without compromising SLA.
• Manage the end-to-end scheduling process, including shift bids, AU time-zone adjustments (Daylight Savings transitions), time-off planning, and exception handling.
• Use Erlang calculations and what-if scenario modeling to maximise seat utilisation and optimise the balance between service delivery and operational cost.
• Oversee real-time monitoring of service levels, agent adherence, and concurrency metrics across all WMP contact channels (Voice, Chat, Email).
• Conduct rigorous interval-level variance analysis (Plan vs. Actual). Provide actionable, data-backed recommendations to Team Leaders and Operations to instantly counter intraday queue spikes.
• Support the adoption of modern WFM analytics, reporting automation, and AI-driven forecasting tools to reduce manual tracking bottlenecks.
• Design and maintain clean, executive-ready dashboards for both local Manila leadership and AU WMP stakeholders, highlighting operational risks and efficiency opportunities.

Key Relationships

• Internal

Service and Operations, Seller and Commercial teams

Learning and Development

Quality

• External

Customer Hub

BIG W Stores

What You'll Bring

• Minimum of 3–5 years of progressive WFM experience in a BPO or Shared Services environment, with at least 1–2 years in a management role handling a 100+ FTE capacity. Experience supporting Australian retail or e-commerce accounts is highly advantageous.
• Expert-level MS Excel/Google Sheet skills (data modeling, advanced formulas, dashboard creation).
• Hands-on experience with enterprise WFM systems (e.g., Zendesk, Verint, NICE IEX, Aspect, or Genesys Cloud WFM)
• Deep mastery of queuing theory, Erlang B & C calculations, multi-skill routing dynamics, and core contact center KPIs (AHT, Occupancy, Adherence, ASA).
• Exceptional English communication and data-storytelling skills, with the confidence to present operational metrics and negotiate capacity solutions with AU-based stakeholders.
• Ability to work shifts aligned with Australian business hours and operational time zones (including adjustments for Australian Daylight Savings Time / AEST).

What you'll experience

• Be a part of Australia's largest retailer
• Constant mentoring and training provided
• Generous sick and vacation leave
• A flexible approach to work
• Premium health insurance coverage

Our Core Values

• We care deeply
• We listen and learn
• We do the right thing

Our Values are what we stand for as individuals and as a Group. They guide the way we interact with each other, our partners, our customers, and our communities.

Our Ways of Working

• We are Customer 1st, Team 1st
• We are always improving
• We deliver end-to-end
• We encourage freedom in a framework
• We keep things simple

Our Ways of Working guide everything we do. It's how we work together as a team every day, to make a positive difference to our customers.

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team's diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.