Workforce Manager

3 days ago

Melbourne, Australia Bupa Full time

**About Bupa Asia Pacific**

From aged care homes receptionists, dental surgeons, telehealth and admin, to our call centres, data professionals and tech gurus, we’re all in it together - 22,000+ people who keep inspiring each other to explore new possibilities, wherever the challenges of the healthcare world take us.

**Where are we heading?**

We set a global ambition to be the world's most customer-centric healthcare company, and are committed to excellent customer experiences through service, value, and putting our customer at the heart of everything we do. Care is at our core and will always be a part of how we operate.

More than that, our care puts customers at the heart of everything we do. We make a genuine effort to see the world through our customers’ eyes to make things easy, keep relevant to their needs and showing empathy and understanding.

**About the role**:
We have a great opportunity for a Workforce Manager to join our team to help maximise our operational agility and productivity of the frontline workforce across various Channel & Business Operations (CBO) teams. This role is responsible for establishing, embedding, and maintaining effective Workforce Management encompassing budget setting, forecasting, rostering, scheduling and real-time planning, mitigation and execution to ensure operational excellence.

This role is the primary coordination point for managing the medium to long term workforce forecasting models for the business and leads the development and execution of the workflow management strategy across the Corporate Business and Operations team.

This is a permanent, full time, hybrid working position which can be located anywhere nationwide.

How will I help?

**Key accountabilities of this role include**:

- Guiding the process of designing and delivering impactful omnichannel workforce management insights and analytics reporting, enabling effective forecasting, resource planning and real time management
- Delivering an optimisation agenda that will ensure the Health Insurance workforce is utilised with consistently improving efficiency, shaping the business to service both current and future needs of our customers
- Building strong relationships with senior stakeholders across Customer Business Operations, Domestic Retail Portfolio and Corporate and International Portfolio
- The delivery of input and involvement in strategic initiatives, projects and programs of work across CBO

**What do I need?**
- Previous experience managing workforce planning teams
- Experience in resource planning in both contact centre and back-office operation teams
- Experience using Genesys Voice / iWD, Alvaria Workforce Management is highly desirable
- Demonstrated time management skills including the ability to manage competing priorities to achieve deadlines and desired outcomes
- Well-developed analytical and problem-solving skills, with proven ability to adopt a pro-active stance towards business issues

**Why work at Bupa?**
- We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, well-being, and futures.
- We’re a welcoming lot, no matter who you are or where you’ve come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.
- Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).
- An additional annual leave day for you to focus on your wellbeing
- An additional volunteer day each you for you to give back to your community

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