Workforce Team Leader

About Us

At TSA Group, we design and deliver contact centre solutions for some of the world’s leading brands. We create experiences that people love, by revolutionising the way they connect with brands. Our work spans multiple industries, including telco, logistics, insurance, automotive, travel, and government. With over 5,000 dedicated professionals across Australia, New Zealand, and the Philippines, we ensure that every interaction is meaningful and impactful.

We have a team of talented technology experts and customer experience consultants that work hand in hand to create this seamless and genuinely enjoyable customer journey. Our technology experts build the tech that enables our clients to deliver great experiences for their customers, and our consultants work to provide a tailored and considered approach to customer service and sales.

Company Description

TSA is an Australian-owned business specializing in helping companies acquire, retain and grow their consumer customer bases. We represent some of the country's largest brands, across eight call centres in Australia and internationally.

We’re a purpose driven business and our mission is clear. We endeavor to create experiences that people love, by revolutionizing the way they connect and communicate with brands.

Why work with TSA?

Competitive Salary Package + HMO coverage with free dependent + Life Insurance Coverage
Our #TSAWays are what we are all about. Think of them as the vibe!
Join a company that promotes from within – work your way up and across the business
Comprehensive training, with ongoing coaching and development
A vibrant and rewarding recognition program - We love to celebrate our people! 
We are proud of our fun, friendly and supportive team environment

Job Responsibilities

What will your normal day look like:

As a Workforce Team Leader, you will lead the Workforce Management team in the Philippines, overseeing Real Time Analysts and Workforce Analysts responsible for forecasting, scheduling, and real-time performance across omni-channel operations.You will be accountable for ensuring operational efficiency, achieving performance targets, and driving continuous improvement initiatives, while fostering a high-performing, engaged, and motivated team.

Workforce Planning & Real-Time Management

• Lead forecasting, scheduling, and real-time workforce operations across all channels
• Ensure forecasts are within ±5% variance to actuals
• Optimize staffing to ensure the right people are in the right place at the right time
• Drive continuous improvements in workforce planning accuracy and efficiency
• Monitor real-time performance and implement proactive adjustments

Leadership & People Development

• Lead, coach, and develop a team of Workforce Analysts and Real-Time Analysts
• Foster a high-performance, engaged, and collaborative team culture
• Conduct monthly performance reviews and support continuous development
• Motivate and inspire team members to meet and exceed KPIs

Stakeholder Management & Communication

• Build strong relationships with internal teams and external clients
• Lead workforce management discussions and reporting with stakeholders
• Deliver regular insights, updates, and value-driven communications

Analysis & Continuous Improvement

• Analyze complex data to identify trends, risks, and opportunities
• Provide actionable insights to improve business performance
• Contribute to strategic workforce planning and process enhancements

Business & Commercial Support

• Support new business initiatives through workforce modeling and planning
• Contribute to business cases and staffing projections
• Ensure cost-effective delivery of workforce management services

Key Performance Indicators (KPIs)

• Forecast accuracy (within ±5%)
• Scheduling efficiency and resource optimization
• Real-time performance management effectiveness
• Stakeholder satisfaction and engagement
• Continuous improvement initiatives with measurable ROI

Qualifications

What you'll do:

Essential

• Proven experience leading Workforce Management teams in a contact center environment
• 3–5 years of experience in Workforce Management, with hands-on experience as both a Real Time Analyst and Workforce Analyst
• Strong leadership skills, with the ability to coach, mentor, and develop high-performing teams
• Experience conducting pre- and post-event analysis to evaluate performance, identify gaps, and drive continuous improvement
• Strong expertise in forecasting, scheduling, and workforce planning methodologies
• Experience with WFM tools such as Alvaria, NICE, Verint, or Genesys
• Strong analytical and problem-solving skills
• Excellent stakeholder management and communication skills
• Commercial awareness with a focus on performance and efficiency
• Highly adaptable, organized, and able to manage competing priorities

Additional Information

Want to know more? Check out our social media pages:
 
Website: https://tsagroup.com.au/
Instagram: tsa_group_
LinkedIn: https://www.linkedin.com/company/tsa-group-australia/
 

TSA Group is an equal opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees and building a workforce that reflects the diverse communities we serve. We provide equal opportunities to all, regardless of gender identity, ethnicity, disability, sexual orientation, or life stage. Join us and be part of a team that values and respects every individual's unique contributions.

Stay vigilant against fraudulent job offers. We never ask for financial details during our recruitment process and legitimate communication will come from official TSA Group email addresses (e.g. @tsagroup.com.au). Your safety matters. If you receive a suspicious job offer, do not respond and report it to tsatalent@tsagroup.com.au.