Job Function: Workforce Management
Date Posted: 14 Aug 2025

Job Requisition ID: 2324

• Work in a supportive and collaborative team environment in the emergency services sector
• Impactful role supporting TZV’s operational workforce to serve the Victorian community
• Permanent, full-time role with hybrid work arrangements, based in Burwood East

About Triple Zero Victoria
Triple Zero Victoria (TZV) provides the critical link between the Victorian community and the state’s emergency services agencies. It provides Victoria’s 24-hour emergency call-taking and dispatch services for Police, Fire, Ambulance and VICSES.
This integration of emergency services communications within Triple Zero Victoria is unique in Australia and rare worldwide. The team at Triple Zero Victoria is deeply committed to the community it serves and is among the most dedicated and highly skills in its field.
About the Role
The Workforce Analyst is a key and active participant of the Emergency Communication Services (ECS) team.
The goal of the function is to provide operational management and information reporting, workforce management, demand and performance forecasting, continuous quality improvement functions and end user education.
The main purpose of the role is to provide timely and accurate workforce planning and rostering for both emergency and non-emergency services, ensuring that TZV achieves optimal utilisation of its operational staff across all centres as far as practicable. This includes conducting demand and performance forecasting and ensuring the continuous improvement of workforce management processes to support efficient service delivery.

Day to day responsibilities include:

• Develop and manage the notional staffing rosters to align with forecasted call levels and service objectives for emergency services (e.g. Ambulance, Police/SES and Fire).
• Manage resource allocation changes across centres, and agencies to optimise schedule efficiency and staff utilisation.
• Manage all operational leave requests, end to end flexible work application processes and non-standard rostering options available to the operational workforce.
• Provide detailed analysis to operations and project teams on operational staffing and evaluate staffing requirements to optimise rosters and ensure fiscal responsibility.
• Collaborate with stakeholders to identify staffing needs and expectations, making recommendations to improve operational performance, and meet key service delivery targets.
• Review and recommend flexible work arrangements
• Other rostering activities as need by TZV

About You
This is a great opportunity for a candidate with extensive experience in workforce planning methodologies, particularly in a call centre environment.
The successful candidate will have a Diploma qualification, or higher, in Business, Management or Communications or related discipline, or related discipline and/or substantial experience in workforce planning.

Additionally, the successful candidate will bring the following skills and experience;

• Strong analytical skills, with the ability to transform complex data in to meaningful insights and actionable recommendations for stakeholders
• Experience with Call Design Workforce Management suite
• Exceptional written and verbal communication skills, with the ability to clearly present information and recommendations
• Strong interpersonal skills, ability to work as part of a team, and with the wider stakeholder group
• Meticulous attention to detail, ensuring accuracy and precision in all aspects of work and decision making

What We Can Offer You

You will be supporting a critical service to the Victorian community and will be rewarded with a competitive salary, flexible working arrangements and employee benefits including:

• Employee assistance program for employees and eligible family members
• Discounted health insurance, banking services and gym membership
• ‘Memberlink’ discount card, accepted by 1,000’s of retailers and services providers
• Free staff parking at all our sites
• Salary packaging options after an initial service period

Triple Zero Victoria is committed to the principles of equal opportunity, and diversity and inclusion for all. We value the unique backgrounds, experiences, and contributions that each person brings to our workplace. We encourage and celebrate diversity in all forms - gender, religion, ethnicity, LGBTQIA+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply for our roles. Our aim is to create a workforce that reflects the Victorian community in which we live.
How to Apply
From here you can submit your application, which should include a current resume and cover letter outlining your interest in the role and linking your experience to the position.
Please note: all applications must be submitted via our Triple Zero Victoria Careers Portal. We kindly ask that you do not send your application by email as we require you to complete a mandatory application form to accompany your application.
For a confidential discussion, please email Careers@triplezero.vic.gov.au.
Recruitment agency applications will not be accepted.

• Develop and manage the notional staffing rosters to align with forecasted call levels and service objectives for emergency services (e.g. Ambulance, Police/SES and Fire).
• Manage resource allocation changes across centres, and agencies to optimise schedule efficiency and staff utilisation.
• Manage all operational leave requests, end to end flexible work application processes and non-standard rostering options available to the operational workforce.
• Provide detailed analysis to operations and project teams on operational staffing and evaluate staffing requirements to optimise rosters and ensure fiscal responsibility.
• Collaborate with stakeholders to identify staffing needs and expectations, making recommendations to improve operational performance, and meet key service delivery targets.
• Review and recommend flexible work arrangements
• Other rostering activities as need by TZ