_{30th March, 2026}

A2B Australia is part of the ComfortDelGro Australia (CDC) Group, the country’s leading taxi network and a major provider of mobility, technology, and payment solutions.
Through our iconic brands 13cabs, Silver Service, Swan Taxis and Cabcharge we deliver end‑to‑end transport experiences, from booking and dispatch through to safe, reliable travel and seamless payment. Our services support corporate, community and disability customers nationwide.
Our network is Australia’s largest, with 7,000+ vehicles and 11,500 drivers, supported by contact centres, technology hubs and in‑field support teams. We power drivers, operators and passengers with dispatch, navigation, in‑car tech, apps and payment solutions across Australia and globally.

The A2B Way
We care about our customers, our business and each other. We work as one connected team, value accountability and collaboration, and encourage innovation to shape the future of mobility. We invest in wellbeing, safety, learning and development, recognise high performance, and celebrate diversity and inclusion.

We’re looking for an experienced Workforce Management Manager to help power high‑performing Customer Experience teams through smart planning, forecasting and real‑time resource optimisation. In this role, you’ll influence workforce decisions that directly impact service levels, employee engagement and customer outcomes across multiple channels. As part of your role you will; 

Workforce Planning 

• Lead workforce planning, rostering and real‑time management to ensure CX teams consistently meet service KPIs
• Optimise schedules across all communication channels including calls, email and dispatch
• Monitor attendance, training schedules and leave coverage to maintain service levels and support continuous improvement
• Analyse service performance and recommend improvements linked to smarter scheduling and workforce engagement
• Provide clear, evidence‑based advice on workforce planning strategy and capacity planning
• Stay across industry best practice, emerging tools, systems and workforce methodologies

Forecasting & analytics

• Build accurate short‑, mid‑ and long‑term demand forecasts
• Deliver insightful reporting using historical data and forecasting outputs
• Turn workforce data into meaningful recommendations for leaders

Talent & capacity recommendations

• Identify recruitment needs and advise on FTE requirements and shift design
• Highlight coverage gaps and provide weekly staffing and scheduling recommendations
• Assess Change of Availability requests using capacity data to guide decisions

Stakeholder engagement

• Partner closely with the National Contact Centre Leadership Team and Team Leaders
• Build strong relationships and develop a deep understanding of business strategy and operations
• Actively contribute to team and broader business initiatives

Additional responsibilities

• Support the WFM team through leave backfill and ad‑hoc projects
• Complete administrative tasks across Verint, spreadsheets and workforce documentation
• Work closely with the Resource Planner to ensure optimal daily and weekly coverage

This is a high‑impact role for someone who thrives in a fast‑paced, high‑volume contact centre environment. You’ll work at the heart of operations, partnering with senior leaders and frontline teams to shape workforce decisions that directly influence performance, service delivery and employee experience. Combining sharp analytical thinking with strong stakeholder relationships, you’ll use data, insight and influence to drive outcomes in an environment where priorities shift quickly and your decisions truly matter.

About you

• Deep knowledge of workforce management methodologies
• 3+ years’ experience in workforce planning within a large, high‑demand contact centre
• Strong forecasting, planning and operational experience
• Highly developed analytical and stakeholder engagement skills
• Experience with Verint, Humanforce or Cisco (highly desirable)

Qualifications

• Tertiary qualifications in mathematics, statistics and/or data visualisation (highly desirable)
• Knowledge of the Clerk’s Award (desirable, not essential)

Ready to make a difference? Apply today and become part of our vibrant team at 13Cabs at our Mount Waverley office!

We value diversity and welcome all applicants. 
  
ComfortDelGro Corporation Australia (CDC) and A2B acknowledges the Traditional Custodians throughout Australia, and their continuing connection to land, waters and community. We pay our respects to all First Nations people, their culture and to Elders past and present.

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