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. This opportunity is a 6 month contract, with possible views of extension. This hybrid role is based at Parramatta. Training is full time, in the office for the first three months.

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 - Genesys
• Advanced skills in Microsoft Excel and 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

Culture & Benefits

Purpose-driven passion
At HCF, we’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We’ll 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 HCF’s 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 – vacancy@hcf.com.au 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.