Workforce Planner

2 weeks ago

Parramatta, Australia HCF Full time

**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**:
Manage all contact centre inbound/outbound campaigns and support users utilising the campaign management system. This position is responsible for the strategic analysis and reporting of campaign performance, as well as workforce management planning. The Campaign Manager is an important strategic role; responsible for ad hoc reporting, supports general business operations, and involves exercising decisions and discretion on matters affecting the business and works together with management.

**Key Responsibilities**:
This role is responsible but not limited to the following:
Campaigns:

- Ensure the smooth daily management and operation of the campaign management system.
- Create and manage inbound/outbound calling campaigns, statistical information, statistical reporting, problem resolution, and
- Manage interdepartmental communications as it relates to the campaign management.
- Build, manage, and maintain all campaigns based on strategic campaign attributes and the list setup instructions.
- Create and publish the daily KPI reports.
- Partner, contact and report all issues pertaining to the campaign system’s functionality to proper vendor and IT support and strategy team.

Workforce Planning and reporting:

- Produce and maintain forecast models
- Ensure the intraday 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
- Ensuring the smooth operation of schedules by adjusting schedules to accommodate breaks, staffs annual leave, training, off phone time, overtime, sick leave etc
- Conduct root-cause analysis to determine reasons for forecast variance, and recommend changes to recover intraday performance
- 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
- Create and generate daily weekly and monthly contact centre reports
- Ensure compliance to all company and industry guidelines

**About you**

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

- 3 years’ experience managing daily, tactical control of a campaign management system
- Tertiary qualifications in relevant discipline (eg. business) or extensive hands-on experience in a medium to large Contact Centre
- High degree of computer literacy
- Advanced Excel, Word, Outlook, Publisher, Power point and Visio
- Strong analytical and conceptual skills with the ability to provide valuable foresight from data in a timely fashion (Strong Excel skills and analytical skills are an essential requirements for this position)
- Ability to manage and prioritise multiple high pressure tasks
- Excellent interpersonal skills, including ability to develop strong relationships with stakeholders, business users and leaders
- Excellent written and verbal communication skills
- Understanding of contact centre practices, measures and targets

**Desirable**:

- Experience with Tableau is highly favorable within this position
- Previous experience using campaign management systems.

**Culture & Benefits**

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 own wellbeing journey, so that you can be at your best. This includes:

- 50% subsidy on HCF Private Health Insurance
- 18 weeks Parental Leave for all new parents
- Mental Health & Wellbeing programs
- Discounts to HCF’s entire suite of products; Life, Pet and Travel Insurances

Growing your career at HCF is a priority for us. We fill approximately 40% of our roles internally To support your growth and development we have many learning opportunities internally and externally with study leave and study assistance to further support.

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