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About the Role
As a Workforce Planner at HCF, you will optimize resources, manage real-time performance, deliver actionable insights, and partner with leaders to ensure optimal staffing for exceptional member experiences.
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 utilisation, providing recommendations to improve outcomes
- Manage unplanned leave, schedule changes and intraday staffing adjustments to optimise 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 optimisation
- 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 Analyst
- Analytical skills
- Reporting skills
- Advanced Excel
- Workforce management platforms
- Contact centre platforms
- Service level management
- Forecast accuracy
- Adherence
- Occupancy
- Workforce optimisation
- Stakeholder management
- Communication skills
- Attention to detail
- Continuous improvement
- Operational excellence
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.
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.