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.
What We Do
At RAC we offer career opportunities that will allow you to give back and make a difference to our members and the WA community. We pride ourselves on employing the highest calibre of people to meet our member’s needs. RAC promotes healthy living and aims to protect health and safety of employees, members and visitors.
RAC has been a part of the West Australian community since 1905. We are unique organisation, built by members for members. From our origins as a motoring club, we have grown to a diverse organisation of over 1,400 employees serving more than 1 million members with a range of products and services. RAC’s difference is that we are a membership organisation, which means we don't have shareholders and we reinvest our profits for the better of our members and the WA community.
House rules:
We really enjoy receiving your feedback, comments and experiences and enjoy getting the most out of our LinkedIn community. With this in mind, we ask that you stick to the following guidelines:
• Please be polite to other RAC LinkedIn users and treat each other as you would like to be treated.
• Please don’t give out any personal information.
• We cannot allow any inappropriate or offensive language.
• Advertising, spam, selling and links to external shopping sites are not allowed here and will be removed.
• If you want to post a link to another site to illustrate your point, please do not link to sites that require registration in order to view, or any site that prompts an automatic download as these comments will be removed.
• Page admins and the RAC LinkedIn community must be able to easily understand your message. For this reason we can't allow messages which are written in code or a language which isn’t English.
• We reserve the right to de-tag RAC from any posts or photos that we deem inappropriate.
• Please note that repeat offenders may be reported and will be blocked from the LinkedIn page
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