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About the Role

At HCF, Workforce Planning is central to delivering exceptional member experiences. As a Workforce Planner, you will optimize resources, manage real-time performance, deliver actionable insights, and partner with leaders to ensure the right people are in the right place at the right time.

Responsibilities

• Monitor and manage real-time contact centre performance to achieve service level and operational targets.
• Develop and maintain efficient rosters and schedules across multiple teams and channels.
• Analyze performance trends, forecast variances, shrinkage and resource utilization, providing recommendations to improve outcomes.
• Manage unplanned leave, schedule changes and intraday staffing adjustments to optimize coverage.
• Produce accurate workforce reports and insights to support operational decision-making.
• Build strong relationships with leaders and stakeholders across the business.
• Identify and implement continuous improvement initiatives that enhance efficiency, reporting and workforce planning processes.
• Support workforce planning projects and operational change initiatives.

Requirements

• Workforce Planning, Scheduling or Real-Time Analyst experience within a contact centre.
• Strong analytical and reporting skills with advanced Excel capability.
• Experience using workforce management and contact centre platforms (Genesys highly regarded).
• Strong understanding of service level management, forecast accuracy, adherence, occupancy and workforce optimization.
• Excellent stakeholder management and communication skills.
• High attention to detail and a commitment to reporting accuracy.
• A continuous improvement mindset and passion for driving operational excellence.

Skills

• Workforce Planning
• Scheduling
• Real-Time Analysis
• Excel
• Workforce Management Platforms
• Contact Centre Platforms
• Service Level Management
• Forecast Accuracy
• Adherence
• Occupancy
• Workforce Optimization
• Stakeholder Management
• Communication
• Reporting Accuracy
• Continuous Improvement

Location

• Parramatta

Work Type

• Permanent
• Full-time
• Hybrid

Benefits

• Flexible working arrangements
• 50% subsidy on HCF hospital and/or extras cover
• Family-friendly certified employer
• 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 HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

About the Company

• 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 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. We create a flexible, inclusive, family-friendly culture so our employees are inspired and motivated to achieve the best for themselves and our members. Our purpose is to bring a human touch to every part of the healthcare system, in big ways and small. Our values inform the way we do things. They help us build the culture we need to realise our purpose. Our values are to: Step Forward Get There Together Make it Better Stay Human Walk in Their Shoes. We’ve invested in our people and teams to ensure they’re equipped to reach their career goals. We help team members expand their skill sets and develop personally through various internal and external courses, as well as broaden their on-the-job experience through transfers, secondments or promotions.

Equal Opportunity

• 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.