Founded in the Queensland outback in 1920, Qantas has grown to be Australia’s largest regional, domestic, and international airline. Qantas has a range of subsidiary businesses that support the overall operations of the Group. The Qantas Group’s main business is the transportation of customers and freight using two complementary airline brands — Qantas and Jetstar — operating regional, domestic, and international services.

• Own end-to-end contact centre resource forecasting and scheduling across voice, back-office, and digital channels
• Lead real-time operations to deliver optimal day-of-operations performance
• Partner with senior stakeholders to identify efficiency opportunities and drive cost reduction
• Permanent role based at our Mascot Campus

We've always been pioneers, and we're proud to see that spirit in our people today. Our resilience has helped us through good and tough times, and it still drives us to keep pushing and challenging expectations today.

The Senior Workforce Planner is responsible for the overall resource planning strategy across in-house and outsourced contact centres. You'll manage contact centre resource forecasting and scheduling across all channels — phone, back-office, and human-assisted digital (e.g., Chat) — and lead the Real Time team to ensure optimal day-of-operations performance, including the development of post-event insights and learnings.

Reporting into the Manager Workforce Management, this role provides key analytical support and strategic modelling, working alongside Contact Centre Managers and operational leadership. You'll be responsible for identifying business improvements that maximise rostering and leave balance efficiencies and drive manpower cost reduction.

You'll have:

• 5+ years in workforce planning and real-time operations, with demonstrated experience in a contact centre environment (essential)
• Tertiary qualifications in Business, Finance, Operations Management, or a related discipline
• Advanced workforce planning expertise: deep knowledge of forecasting and scheduling across multi-channel contact centre environments, including phone, back-office, and digital
• Analytical and problem-solving capability: highly developed strategic and lateral thinking skills, with the ability to deliver detailed 'what if' scenario modelling and translate analysis into actionable recommendations
• Systems proficiency: hands-on experience with workforce management platforms (experience with Aspect or equivalent highly regarded), alongside strong Excel and reporting skills
• Stakeholder influence: proven ability to build effective relationships across operational and financial teams, and to communicate complex workforce insights clearly and concisely
• Leadership experience: demonstrated ability to lead and develop a small team, fostering accountability, collaboration, and continuous improvement
• Ability to work under pressure and manage competing priorities in a fast-paced, disruption-prone environment

Why Qantas?

You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully.

There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us — so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless.

The Qantas employee benefits program offers amazing benefits that extend well beyond travel:

• We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays.
• We have flexible leave options: Make use of leave and flexible working opportunities 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.
• We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships.
• We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan.

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 time of application. Your personal information will be kept confidential in compliance with relevant privacy legislation.

Be a part of something special and play your part in the Qantas story — get in touch today.

Applications close: Wednesday 15th April 2026

Please note: applications will only be considered for candidates who have the right to work in Australia / New Zealand without restriction or sponsorship.