Coordinator Workforce Planner

• Toowoomba Regional Council - Contact Centre
• Permanent Full-Time - Toowoomba CBD + Hybrid
• $102,286-$109,044 p.a. + up to 12.65% super

A brand-new role shaping the future of customer experience.

Toowoomba is a city on the rise, proud of its heritage, energised by growth, and ready for bold ideas. Toowoomba Regional Council Contact Centre is seeking an innovative, data-driven and solutions-focussed Coordinator Workforce Planner to reimagine how workforce planning supports exceptional customer experiences across a multi- site, multi-channel operation.

If you excel at forecasting, scheduling and resource optimisation and want the flexibility of working in Toowoomba CBD with hybrid arrangements, then this newly created role offers the rare opportunity to build something from the ground up.

About the Opportunity

As the Coordinator Workforce Planner, you will lead strategic and operational workforce planning Council's Customer Operations team. You will ensure accurate forecasting, efficient resource modelling, and reliable schedules that balance customer demand, staff experience and organisational priorities.

Your analytical insights will directly influence customer experience improvements within the Contact Centre across the wider organisation. You'll also lead a Resource Officer as a real-time analyst and work closely with Team Leaders and stakeholders to support service levels, performance targets and customer satisfaction.

What's on Offer

• A base salary between $102,286 and $109,044 p.a. plus up to 12.65% superannuation
• Hybrid work options (following probation)
• Generous leave provisions
• Ongoing development, training and support
• A collaborative, supportive leadership team
• Additional benefits including volunteer days, salary sacrifice options, flexible working arrangements, and more

About Toowoomba Regional Council

Toowoomba Regional Council serves a regional population of 178,500 and employs around 1,600 dedicated staff committed to delivering excellent service to residents, businesses and visitors. The organisation recognises that its success depends on attracting and retaining skilled and talented people and offers a diverse range of challenges and opportunities for career growth.

About Our Region

The Toowoomba Region is defined by rich traditions and bold ambitions. A long and proud agricultural legacy has helped shape Toowoomba into Australia's second largest inland city, supporting thriving townships across the council area and acting as a service hub for South West Queensland and North West NSW.

The Region is confidently forging new opportunities in the Surat Basin resource sector, education, health, transport and massive infrastructure investment. Importantly, growth hasn't come at the expense of liveability, Toowoomba has been twice voted one of Australia's top five most family-friendly cities.

What you bring to the role:

• First and foremost, you have experience in a workforce / resource planning role in a modern contact centre environment
• Exceptional analytical thinking skills coupled with strong business acumen and a passion for continuous improvement
• Strong oral and written communication skills are required, plus the ability to build positive business relationships with all stakeholders
• An exceptional negotiator and influencer, you promote an environment of high-performing teams, along with personal and professional development within your own direct reports, to achieve results
• Ideally, you have experience in a contact centre environment that incorporates inbound voice, digital and face-to-face channels.
• Underpinning all of your actions is a Customer First mentality that inspires others and delivers exceptional results.

Previous experience with Contact Centre technology, including workforce management systems, MIS and telephony, is essential. Experience with Genesys Cloud would be highly regarded, but not mandatory.

How do you apply?

If this sounds like you, please click the apply link and ensure you attach an up-to-date resume and complete all contact details, including your email address, for a prompt acknowledgement of your application.

Please only use the apply link; applications will not be accepted via any other channels at this time.

There is no requirement to write selection criteria, but ensure your resume outlines your skills and experience in line with the requirements under "What you bring to the role". Reference No. JO-5422.

To apply, you must have unlimited, full, permanent working rights in Australia.

Closing date midnight Wednesday, 26 March 2026.

Please note that there is a six (6) month probation for the position.

Due to the requirements of this role, a criminal history check will be undertaken on preferred applicants. A criminal history does not necessarily preclude an applicant from appointment.

Should you require additional information before submitting your application, please call Mark Gallen at TactiCall Recruitment Services on (07) 3831 6333 for a confidential discussion.