Senior Workforce Analyst

•    Noble Park, VIC
•    Full time permanent | Hybrid working
•    Competitive salary | Discounts on selected RACV products

About the Opportunity

Reporting directly to the Head of Workforce Optimisation, the Senior Workforce Analyst is responsible for enhancing workforce planning practices, with a particular emphasis on adopting digital, AI-driven, and automation-enabled approaches.

This role is pivotal in championing the integration of agentic AI and bots within assisted channels, ensuring these technologies work efficiently alongside human teams. The Senior Workforce Analyst provides direct line leadership to Workforce Coordinators, driving operational efficiency and promoting innovative solutions that optimise workforce deployment.

Come along for a new journey

The Senior Workforce Analyst plays a key role in supporting the onboarding of new assisted channels and fostering a culture of innovation, positioning RACV to remain at the forefront of workforce optimisation and ensuring the organisation is prepared for future advancements in this space.

Here’s a further glimpse of what you’ll be doing:

• Identify, evaluate, and implement automation opportunities across workforce planning and operational workflows, prioritising scalable solutions that deliver measurable efficiency gains with a focus on Queue Management activities.
• Lead the adoption and embedding of AI-driven tools and digital solutions that streamline manual processes, reduce operational effort, and enhance agility.
• Monitor, report, and quantify the impact of automation projects, supporting business cases for further investment and continuous improvement.
• Drive the onboarding and integration of agentic AI, bots, and digital assistants into workforce planning models and assisted channels, ensuring seamless collaboration between human and digital agents.
• Simulate and analyse AI agent utilisation versus human demand, leveraging intent prediction and deflection rates to optimise capacity planning and resource allocation.
• Deliver clear, data-driven guidance to HOD and relevant stakeholders on the operational and workforce impacts of automation and agentic AI on workflow management.
• Working with the Head of Workforce Optimisation align workforce plans with budgetary targets and strategic objectives, ensuring transparency and accountability in resource decisions.

Who we’re looking for and what you’ll bring

Thrive in an environment where people are at the heart of everything. You’ll come with:

• 7+ Years’ workforce management experience (Essential).
•  2+ Years people leadership experience (Essential).
• Technical capability across workforce planning functions with Aspect software system experience (Essential).
• Expert Microsoft Excel skills.
• Experience supporting technology adoption and change management in workforce planning or contact centre environments (Desirable).
• Hands-on experience with AI, automation, and bot platforms (Desirable).
• Experience with agentic AI, automation platforms, and bot integration in workforce environments.
• Proficiency in data analysis and reporting tools (e.g., Excel, Power BI); experience with basic scripting or automation tools is desirable.
• Strong understanding of workforce planning methodologies, systems, and telephony technologies.
• Excellent communication skills, able to engage with stakeholders at all levels.

There’s so much on offer when you join RACV with benefits including

• Our flexible and informal work environment which helps bring balance between work and home
• Generous discounts on home and car insurance policies and RACV roadside care
• Club Membership and great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Ready to reach your full potential? Join our team, where the work is more meaningful and making a difference beyond the work matters.

Application Process

You can learn more about the RACV at careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Additionally, Applicants must confirm their ability to perform the inherent requirements of the position as outlined in the Job Task Analysis -Corporate and whether any reasonable adjustments may be required.  

Submit your CV via the link below.