Workforce Planner

• Full time, Monday to Friday
• Parramatta, NSW (hybrid working available)
• 12 month contract

About the role

Reporting to the Workforce Planning Team Leader, 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 through the use of contact centre technology, reporting and analysis. The Contact centre operational hours are Monday to Friday 8am to 8pm and Saturday 9am to 5pm. The hours of work will vary.

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;

• Ensure the intra-day staffing management process takes into consideration unplanned leave and other staff requirements and make recommendations for resource allocations to meet business targets
• Real-time monitoring of contact centre to ensure resources are in adherence and make recommendations for resource allocations to meet departmental targets.
• Manage contacts from employees and team leaders relating to planned and unplanned absences, and assess requirement for backfilling or additional shifts
• Ensuring the smooth operation of schedules by adjusting schedules to accommodate breaks, staffs annual leave, training, off phone time, overtime, sick leave
• Conduct root-cause analysis to determine reasons for forecast variance, and recommend changes to recover intra-day performance
• Analyse Key Performance Indicators (KPIs) such as Average Handle Time, Abandon Rates, and Service Level Agreements to identify areas for improvement.
• 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, Shift Track for contact centres
• 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 outbound workforce planning experience within a contact centre, strong data analytical skills, and experience with reporting and forecasting. 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 planning in a multi-channel resource role within a contact centre environment
• Proficiency in workforce management tools (e.g. Genesis)
• Advanced skills in Microsoft Excel
• Experience with Tableau, Word, Outlook and PowerPoint, 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
• Understanding of contact centre practices, KPIs and targets
• Report and skill demonstration
• Demonstrate HCF values and code of conduct.

Culture

Working in the health insurance industry, we know how important it is to prioritise the wellbeing of our own people. We want to provide you with the skills and tools you need to support your wellbeing journey, so that you can be at your best.

We’re all about creating a fantastic people experience, guided by our values, so that we can in turn better deliver for our members. We work with our people to create a work experience that is inclusive, supportive, safe and respectful so we can do the best for our members.

Benefits

• Up to 50% discount on health cover, pet & travel insurance
• Family & Friends Day
• Organisational wide Recognition & Rewards program
• Generous Parental Leave Scheme
• Health & Wellbeing Initiatives

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 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 2025 Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together. Come and join our HCF team!

A career with us – APPLY NOW

Please check out our website at https://www.hcf.com.au/about-us/careers

HCF is committed to creating a diverse and inclusive workplace. All suitably qualified applicants will receive equal and fair consideration for employment. Applicants who identify as Aboriginal and/or Torres Strait Islander are actively encouraged to apply. All potentially successful candidates will be required to complete background checks which will include a police clearance prior to confirmation of employment.

All suitably qualified applicants will receive fair and equitable consideration for employment. If you require any adjustments to assist you in making your application or throughout the selection or onboarding process, please reach out to vacancy@hcf.com.au and we will make every effort to assist you.