Join one of WA’s most trusted organisations and help shape the future of member service at RAC.

We’re looking for a strategic and people centred Workforce Planning Manager to lead the teams that ensure our Contact Centre, Member Service Centres and Patrol workforce operate efficiently, effectively and in alignment with RAC’s mission and strategic priorities.

About the role

Reporting to the Senior Manager Workforce Optimisation, this pivotal role is responsible for delivering operational and strategic workforce management solutions that enhance performance, strengthen member experience and drive positive employee engagement.

You will:

• Lead forecasting, capacity planning and scheduling across a multi-site, multi-skilled 24 hour workforce

• Develop forward-looking resourcing models aligned to demand trends and business strategy

• Optimise rostering and workforce deployment to improve service levels and maintain workforce engagement

• Oversee response management and contingency planning to ensure operational resilience

• Ensure schedules and workforce practices comply with multiple Enterprise Agreements and legislation

• Partner with operational leaders and suppliers to translate workforce insights into practical, data-driven solutions

• Drive continuous improvement through process simplification, system optimisation and innovation

• Lead and develop a high-performing workforce planning team, embedding RAC’s LEAD behaviours and championing our cultural transformation

About you

• A strategic leader with a proven track record in delivering contemporary workforce planning solutions

• Strong stakeholder engagement skills, with the ability to translate workforce insights into practical data-driven outcomes.

• Results focused with a continuous improvement mindset, driving efficiency and operational performance.

• Experienced people leader who develops high-performing teams and fosters innovation.

• Sound knowledge of Australian workplace legislation, Enterprise Agreements and Awards, ideally within a contact centre environment.

Why RAC?

When you join RAC, you become part of one of WA’s most trusted organisations, committed to serving our members and giving back to the community. You’ll enjoy a supportive, inclusive culture, development opportunities and real influence over RAC’s member experience.

If you’re a strategic workforce leader passionate about operational excellence and service outcomes, we’d love to hear from you.

Apply now and help shape the future of member service at RAC.