About The Role

The Workforce Management (WFM) Manager will lead the end-to-end optimisation of our Customer service team dedicated to the Woolworths MarketPlus.

Managing a footprint of 100–200+ FTE, you will ensure optimal staffing across critical business banners, including BIG W, Everyday Rewards Shop, and Everyday Market.

You will balance multi-banner skill-routing, capacity planning, and real-time execution so that frontline staff are perfectly positioned to deliver an exceptional customer experience.

What You'll Do

• Develop and maintain short, medium, and long-term volume and workload forecasts across unique WMP banners (BIG W, Everyday Rewards Shop, Everyday Market), accounting for contrasting seasonal peaks (e.g., AU Click Frenzy, Black Friday, Boxing Day, and EOFY).
• Track and analyse shrinkage variables unique to the Manila market (absenteeism, local holidays) while aligning capacity with ...