Workforce Planner

2 weeks ago

Newcastle, New South Wales, Australia nib NZ Full time
Let's talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value.

nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.


We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary.

Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let's talk about diversity, equity and inclusion

Let's talk about this role

This is a 12-month Fixed Term Contract as a Workforce Planner Focusing on Short Term Planning.


Your primary goal is to ensure that the contact centre can operationalise the long term planned goals by ensuring we have the right number of staff with the right skills to meet the demands of the business.

You will work closely with business stakeholders, building short term forecasts, staffing plans and creating and executing projects that achieve financial and contractual goals, while also optimising efficiency.

This includes analysing data and forecasts to recommend staffing solutions and ensuring alignment with best practices.


You'll also be responsible for creating and maintaining process documentation, supporting the Workforce Planning team and wider business, and balancing targets.


Your key contributions will include:

  • Forecasting short to medium term across multiple channels
  • Delivering capacity planning for consumption in budgeting
  • Strategic and operational planning
  • Providing recommendations on optimum staffing solutions to balance customer experience and productivity
  • Coordinate and plan required shrinkage activities to make the best use of available resources
  • Recommend operational activities to drive service target outcomes
Let's talk about you


To be successful in this role, we require a minimum of 3 years previous experience in a similar omni-channel, blended Workforce Planning environment.


Furthermore, we're looking for:

  • Proven ability to deal with stakeholders at all levels within an organisation, and ability to influence outcomes.
  • Demonstratable knowledge of Alvaria WFM or similar WFM tool
  • Demonstratable knowledge of Automated Call Distribution systems
  • Effective time management capability
Let's talk about working at nib

Our hybrid working approach means our employees work outside of the office for most of the time. Our hubs offer workspaces to connect and collaborate for events, meetings, or activities.

To help our employees embrace working outside of the office, we provide financial support to set up and maintain their home workspace.

nib's approach to flexibility is focused on personalisation and giving our employees choice - not only in where they work, but also when and how.

Other benefits to support you at work (and play) include:

  • Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance
  • The opportunity to give back to the community through paid leave for volunteering through nib Foundation
  • Support
- _your better health _- whatever that looks for you - through our nib Well Program and corporate fitness discounts
  • Access to our employee share plans, shortterm incentive program and life and salary continuance insurance benefits
  • Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees
The fine print

All your information will be kept confidential according to EEO guidelines.

Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.


We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.

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