Associate Director, Workforce Optimisation (AI)

Location: NSW, Australia; hybrid arrangement with three days in the office and two days remote or from home

Compensation: $80 monthly credit, plus competitive remuneration

Company

hirify.global is an Australian telecommunications company delivering mobile, broadband and digital services.

What you will do

• Lead the long-range workforce strategy and transformation roadmap for an AI-enabled contact centre workforce.
• Design future workforce models using AI, automation and evolving customer needs.
• Oversee strategic resource and capacity planning aligned with demand forecasts.
• Balance productivity, cost efficiency, employee experience and customer outcomes.
• Provide workforce risk, opportunity and performance insights to senior leaders.
• Build cross-functional partnerships and lead, coach and develop the workforce planning team.

Requirements

• Significant experience in workforce strategy, workforce planning, capacity planning or contact centre optimisation.
• Strong commercial and analytical capabilities, with the ability to translate workforce insights into business outcomes.
• Experience leading large-scale transformation involving technology, operating model redesign or automation.
• Demonstrated success influencing senior stakeholders across large, complex matrix organisations.
• Experience with workforce management platforms such as Verint, NICE, Genesys, Aspect or similar.
• Experience leading high-performing teams and developing future capability.

Culture & Benefits

• Flexible hybrid working with three office days and two remote or home-working days.
• Competitive leave policies, including additional Connected days and up to 16 weeks of paid parental leave.
• Employee discounts, including $80 monthly credit and 25% off hirify.global products.
• Access to professional development through hirify.global U micro-credentials developed with La Trobe and Macquarie Universities.
• Wellbeing support, including free 24/7 counselling and support services.
• Inclusive employee networks, diversity initiatives, on-site childcare, gym and a free hirify.global bus from Macquarie University Metro Station.