HCF - Details - Workforce Planning Manager -
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Workforce Planning Manager -

Apply Now Job no: 501853
Work type: Full time
Location: Sydney CBD

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 1.7 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

About the role


12 month contract 

To lead and control the end to end workforce management process including forecasting, scheduling, rostering and process/change management, to ensure the business achieves optimum utilisation of operational employees across call centres to ensure business objectives and best practice standards are met.

Specifically, your responsibilities will include;

  • Preparation of long term forecasts to plan for call centre staffing requirements for recruitment and training purposes
  • Manage the forecasting of long, medium and short term call levels for each of the call queues
  • Forecast call volumes on Shift Track and make recommendations on FTE resources required to cover peak periods
  • Managing the development of actual staffing rosters taking into consideration Enterprise Agreement provisions, other employee conditions and entitlements
  • Oversee the intraday staffing management process
  • Ensure the effective management of resource allocation changes across the call centres
  • Oversee the efficient and fair rostering of leave and management of the leave roster
  • Implement and maintain all HCF internal and external telephone announcements (IVR)
  • Prepare, analyse and present KPI data and reports for management 
  • Provide effective leadership to the Workforce Planning team by developing, coaching, monitoring and optimising their performance

About you

In order to be successful in this role you will need to bring the following skills, experience and attributes:

  • Workforce planning and management experience
  • Previous leadership experience with the ability to work in and lead a team
  • Effective people management and performance improvement skills
  • Analytical and logical thinker with the ability to quickly apply creative solutions to resource constraints and changes in arrival volumes and patterns
  • Strong reporting/analytical skills and the understanding of financial implications
  • Ability to make decisions quickly with a strong ability to negotiate and resolve problems with stakeholders
  • Outstanding attention to detail demonstrated through data analysis and reporting experience
  • Ability to produce quality and timely reporting information
  • Excellent written and verbal communication skills
  • Excellent organisational and time management skills
  • High degree of computer literacy – Excel, Word, Outlook, Publisher, Powerpoint and Visio


Please note, the successful candidate will be required to work from both our St Leonards and Parramatta Call Centre sites.


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.

Come and join our HCF team!


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


A career with us – How to Apply

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

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