Workforce Planner

About the Role

This Workforce Planner role will see you effectively manage the operational intra-day performance to ensure business objectives and best practices are met. As the Workforce Planner you will be responsible for maintaining reporting systems and monitoring operational benchmarks against targets.

In addition you will implement and support ongoing improvements to operational efficiency using contact centre technology reporting and will report to the Workforce Planning Manager.

This is a full time permanent role based at Parramatta with hybrid working available.

The Contact Centre operational hours are Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Your hours of work will typically be Monday to Friday with potential to work on Saturdays during peak periods.

To be successful in this role you will display exceptional time management skills and be comfortable working to strict targets and deadlines. You will be a team player and will thrive working in a fast paced and dynamic environment.

Your responsibilities will include:
Assist in developing short and long-term forecasts using historical data and business inputs
Conduct root-cause analysis to determine reasons for forecast variance and recommend changes to recover intra-day performance
Build and maintain staff schedules aligned with service level goals and employee availability
Monitor real-time performance identify variances and escalate issues as needed
Generate and distribute reports on staffing adherence and performance metrics
Collaborate with claims leaders to understand staffing needs and communicate schedule changes
Use WFM tools (including Genesys) to manage schedules exceptions and data accuracy
Ensure the staffing rosters take into consideration Enterprise Agreement provisions other employee conditions and entitlements
Prepare and maintain all rosters on the automated rostering system Genesys
Ensure compliance to all company and industry guidelines
Set new staff up on contact centre systems
Participate in projects as required.

About You

You will have previous workforce planning experience within a contact centre strong data analytical skills and experience with reporting forecasting and scheduling. You are positive reliable punctual and proactive with a desire to make a difference.

To be successful in this role you will need to demonstrate the following skills:
Minimum two years experience in workforce management including forecasting and scheduling of a multi-channel contact centre environment
Proficiency with WFM tools such as Genesys
A solid understanding of forecasting scheduling or real-time monitoring
Strong communication skills to build relationships with leaders and teams
Ability to work independently and contribute to the development of new processes
Advanced skills in Microsoft Excel essential
Experience with Tableau and Microsoft Office suite desirable
Exceptional analytical problem-solving and organisational skills
Ability to negotiate and liaise at all levels
Excellent written and verbal communication skills
Ability to work under pressure with competing priorities.

About HCF

At HCF our purpose is to bring our human touch to healthcare. Since 1932 weve been putting our members and their health first. As Australias largest not-for-profit health fund we cover 2 million members with health life travel and pet insurance and our vision is to make healthcare understandable affordable high quality and member centric.

We want to be true health partners to our members easily guiding the healthcare choices that are right for them. At HCF our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward walk in their shoes stay human make it better and get there together.

Culture & Benefits

Purpose-driven passion
Were united by a common purpose: to make healthcare affordable understandable high quality and member-focused.

Wellness and work-life balance
Well empower you with the necessary skills and tools to support your personal wellbeing journey ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover

• 18 weeks of parental leave for all new parents

• Mental health and wellbeing programs including workshops fitness classes flu vaccinations skin checks and more

• Discounts on HCFs products including life pet and travel Insurance as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees irrespective of their unique characteristics including age ethnicity cultural or spiritual background gender identity disability education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process please reach out to Talent Acquisition to discuss.

We encourage applicants to submit their applications at their earliest convenience as at HCF we review applications as they are submitted and may have filled the role prior to the job closing date.