Workforce Planning Officer
Housing Response Centre
Talent Pool only
Location: Liverpool
Clerk Grade 5/6, Salary $99,938 - $110,271 per annum plus employer’s contribution to superannuation and annual leave loading
Do you have a passion for customer service and would like to use your delivery and management experience to help make a difference in our social housing and maintenance operations?
The vision of Homes NSW is to empower all people to live fulfilling lives and achieve their potential in inclusive communities with a focus on breaking, rather than managing, disadvantage.
The Housing Response Centre (HRC) is a 24/7 operation of approx. 550 staff. The centre delivers NSW clients access to responsive maintenance services and social housing services, including Link2home crisis accommodation, Social Housing applications and Rentstart Bond Loan.
The role offers a generous salary package and internal career progression.
Your role
The Workforce Planning Officer’s role is to support the development and implementation of HRC staff rosters and rostering patterns for both phone and non-phone work in accordance with relevant award conditions and organisational agreements to ensure effective service delivery.
The role works with the Manager and the Workforce Planning team to analyse, develop and implement staff rosters and schedules. This including leave schedules, rostered days off and any other leave/staff absences.
What you’ll do
- Working with the Manager, analyse, develop and implement efficient current and future staff schedules, rosters, leave schedules, rostered days off and any other leave/staff absences to meet changing business requirements without major impact to service KPIs
- Ensure data collated is accurate and incorporates all leave, staff and process requirements in order to develop rosters/schedules that meet both operational and customer needs with minimal impact to services provided.
- Provide staffing and shift advice and recommendations to senior managers, including identifying best practice and service improvements to ensure continuous improvement in meeting service KPIs
- Regularly conduct staff roster/scheduling compatibility comparison with service level requirements to ensure consistency in meeting service KPIs
- Provide day to day support for rostering technology across the Centre to ensure consistent information across all staffing systems
- Analyse collated data and statistics to forecast staff requirements and report on recommendations to enable accurate forecast and advice around future campaigns and chronological exceptions
- Perform ongoing monitoring and analysis of staff distribution across the 24 hour 7 days per week Contact Centre to ensure accurate and up to date rosters and reporting documents are available
- Develop communication tools and activities to ensure all staff are aware of quality initiatives and outcomes
What we’re looking for
- Demonstrated experience in the development of schedules/rosters in a 24/7 Contact Centre or similar environment.
- Demonstrated experience in forecasting & scheduling in a multi skilled & multi queued blended contact centre or similar environment.
- Exposure to Genesys WFM is highly desirable
Download the role description.
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To apply directly via the DCJ Careers site click here. Search for the job and click the ‘Apply now’ button.
We focus on hiring people who share our commitment and goals of inclusion, collaboration, adaptability, courage and integrity. If you meet the essential requirements and the role resonates with you, please apply – you do not need to meet every desired requirement for us to want to talk to you.
What We Offer
We offer a variety of benefits, including:
- Location - Liverpool
- DCJ Clerk Grade 5/6
- Salary range $99,938 - $110,271 p.a. plus employer's contribution to superannuation and annual leave loading.
- 4 weeks annual leave per year of service
- Generous salary packaging options and other fringe benefits
- Opportunities for learning and development and Internal career progression
Want more information? Visit our website to see more information on Working for us.
We do work that really matters
Working for the Department of Communities and Justice (DCJ) provides lots of opportunities to make a real difference. We collaborate with other agencies and community partners, to improve lives and realise the potential of children, adults, families and communities. We're focused on breaking, rather than managing, disadvantage. It’s work that really matters.
Apply now and join Australia’s top public sector employer where we will support you and provide an exciting and flexible working environment!
Are you ready to join us?
Click apply, attach a cover letter (maximum 2 pages) outlining how you meet the requirements of the role as well as an up-to-date résumé (maximum 5 pages).
Applications close 5 August 2025 at 11:59pm AEST.
Got a question?
For more information about the role or what it’s like to work for DCJ, please contact the hiring manager Peter Daliouris on 02 9765 3301 or [email protected]
If you’ve got a question about applying or would benefit from an adjustment in the recruitment process to help you perform at your best, please reach out to Dakota Smith on 02 9765 5251 or [email protected]
Visit Recruitment adjustments on the DCJ website to learn more.
Inclusion and Diversity lies at the heart of how we recruit
We continue to hire great people with a wide variety of skills, experience and backgrounds. This includes people with disability, Aboriginal and Torres Strait Islander People, women, people identifying as LGBTIQ+, culturally and linguistically diverse people, carers and other diversity groups.
To find out what DCJ are doing to build an inclusive and diverse workforce, visit Inclusion and diversity on the DCJ website.
Other Information
A talent pool will be created for future ongoing and temporary roles and is valid for a period of up to 18 months.
For more information visit Applying for DCJ jobs on the DCJ website.
Thank you for your interest in this role. We look forward to receiving your application.
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The Welcome Experience
Thinking about moving to regional NSW? Get free, personalised support with housing, schools, jobs, and settling in. Learn more: www.nsw.gov.au/welcomeexperience
The careers site currently promotes this service on the ‘Discover roles with DCJ in regional NSW’ page.
