Job Title

Manager Workforce Performance & ExpensePermanent leadership role based at our Mascot Campus.ResponsibilitiesLead realtime and nearterm workforce performance across Customer Care & Recovery, ensuring optimal service and cost control.Translate strategic plans into actionable realtime execution, driving continuous improvement and overseeing WFM systems and compliance.Manage the Workforce Management Service Performance team to execute all WFM processesfrom scheduling and intraday management to postevent analysisto the highest standard, delivering optimal service outcomes, operational efficiency and cost control.Partner closely with operational leaders, BPOs and WFM support teams to drive performance, resolve issues and identify opportunities for continuous improvement.Oversee systems administration, payroll integration and compliance with operational policies for onshore and offshore operations.Qualifications7+ years in a similar role.Tertiary qualifications in Business Management, Commercial or Financial.Extensive experience in realtime workforce management and operational performance in a complex multichannel environment (including contact centres, BPOs and support teams).Strong analytical, problemsolving and data interpretation skills, with advanced proficiency in WFM systems.Demonstrated ability to lead, coach and develop highperforming teams, fostering a culture of accountability and continuous improvement.Proven stakeholder engagement, negotiation and relationship management at all organisational levels.Advanced skills in Microsoft Office (especially Excel and Power BI) and experience with reporting and analytics tools.Indepth understanding of payroll integration, leave management and compliance with industrial agreements and policies.Experience in process improvement, change management and user acceptance testing.Strong organisational skills, prioritising competing demands and delivering results under pressure.Excellent verbal and written communication skills, including the ability to present complex analysis clearly.High level of professionalism, integrity and commitment to customer experience and business objectives.BenefitsEnjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, and exclusive deals on accommodation and holidays.Flexible leave options, 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.Access to thousands of rewards discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment, plus salary packaging options.Wellbeing support tailored nutrition plans and interactive wellbeing app.Applications close: Wednesday 21st January 2026.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 the time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation. #J-18808-Ljbffr