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 Senior Manager Workforce Optimisation to lead the teams that ensure our Contact Centre and Member Service Centres operate efficiently, effectively and in alignment with RAC’s mission and strategic priorities. In this pivotal role, you will empower our frontline teams by optimising workforce management, performance reporting, supplier partnerships and operational support by enabling them to consistently deliver great service for our members. What you’ll be doing You will play a key role in shaping RAC’s operational excellence by: Developing and executing business plans and strategies that elevate contact centre & member service centre performance Leading, coaching, and developing leaders and individual contributors within the Workforce Optimisation team. Driving an employee & member experience lens to operational strategies, driving an engaged & trusted workforce Managing critical relationships with suppliers, technology partners, and internal stakeholders to ensure seamless service delivery. Driving effective workforce management, including forecasting, scheduling and real-time rostering to support service level achievement. Overseeing performance reporting and analytics to inform decisions and continuous improvement. Partnering across RAC to deliver integrated solutions and support organisational initiatives. Managing budgets, resources, and cost centres to meet financial and operational targets. Ensuring compliance with regulatory requirements, RAC policies, and industry standards. Leading change initiatives, system implementations, and process improvements across the contact centre environment. Championing RAC’s values, Code of Conduct, and LEAD leadership behaviours. What you will bring Extensive experience in workforce management, contact centre operations, or service enablement. Demonstrated success leading leaders and diverse teams within complex, fast-paced environments. Experience managing technology and service provider relationships. Strong background in performance reporting, analytics, and operational improvement. Knowledge of regulatory and compliance requirements relevant to contact centre operations. Tertiary qualification in business, management or a related discipline (or equivalent experience). 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, people-centred leader passionate about operational excellence and delivering exceptional service outcomes, we want to hear from you. Apply now and help shape the future of member service at RAC. RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don’t have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA. RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds. For any assistance please contact recruitment@rac.com.au
