Manager Workforce Planning

Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services. Job Description Lead workforce planning and expense compliance across Customer Care & Recovery to optimize resources and control costs. Enhance planning processes, implement lock strategies, and embed crisis management for operational resilience. Permanent leadership role based at our Mascot Campus. We’ve always been pioneers, and we’re proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing the challenging expectations today. The Manager Workforce Planning & Expense is responsible for the strategic leadership and operational delivery of workforce planning and expense management across the Customer Care & Recovery portfolio. This includes direct accountability for workforce planning in Global Contact Centres (including BPOs), as well as supporting and coordinating workforce planning for the Customer Journey Operations and the Customer Advocacy Teams. The role leads a team of internal Workforce Planners and partners with Finance, Operations, Technology, and external suppliers to ensure optimal resource allocation, cost control, and service level achievement across all customer‑facing and support channels. A core focus of this role is to drive ongoing improvement in workforce planning processes, ensuring interval compliance and embedding robust workforce planning components within crisis management and business continuity practices. The Manager will lead the implementation of 60–90 day lock processes and provide expert support for workforce planning and expense management. The role ensures that all workforce planning activities align with enterprise standards and best practice, equipping the team to respond effectively to changing business needs, regulatory requirements, and evolving customer expectations, while maintaining operational excellence, financial discipline, and a superior customer experience across the Customer Care & Recovery function. You’ll have 7+ years in a similar role Tertiary qualifications in Business Management, Commercial or Financial Extensive experience in manpower forecasting and workforce planning across complex, multi‑site, and multi‑channel environments. Deep understanding of workforce planning and operational processes (prior experience in a complex contact centre environment would be highly advantageous). Strong financial and data modelling capabilities. Demonstrated ability to build, lead, and develop high‑performing teams and manage team workload to deliver results aligned with business objectives. Strong influencing and negotiating skills applicable at all organisational levels, including experience managing industrial agendas and union relationships. In‑depth understanding of industrial agreements and exposure to relevant legislation and regulatory environments. Highly developed analytical, problem‑solving, and research skills, with a proven ability to turn strategy into actionable deliverables. Experience with change management and business improvement in operational settings. Strong organisational skills with the ability to effectively prioritise and manage competing demands. Advanced written and verbal communication skills, including the ability to present complex analysis clearly. Advanced IT application skills, particularly in PowerPoint, Excel, and workforce management systems. Why Qantas? You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully. There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us – so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on‑the‑job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless. The Qantas employee benefits program offers amazing benefits that extend well beyond travel. We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays. We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees. We’ll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships. We’ll support your wellbeing: Whether it’s learning to better support your own and others’ mental health, our interactive wellbeing app or your very own tailored nutrition plan. Qantas is an equal opportunity employer committed to providing a working environment that embraces and values diversity and inclusion. We encourage Aboriginal and Torres Strait Islander, and people of all backgrounds to apply. If you have any support or access requirements, we encourage you to advise us at time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. Applications close: Sunday 14th December 2025 Note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship. #J-18808-Ljbffr