Workforce Strategy Manager

5 months 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 newly created opportunity for a Workforce Strategy Manager to join our team. Reporting to the Head of Workforce Optimisation, the Workforce Strategy Manager is responsible for the coordination and management of key resourcing inputs into the Workforce Optimisation Cycle. Additionally responsible for feeding back impacts on said inputs to business stakeholders, representing the whole workforce team to the business.

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:

- Act as a conduit for all impact assessment, forecast inputs, budget planning and shrinkage activity across all lines of business
- Collate and capture forecasting accuracy information for distribution, improvement, discussion with stakeholders
- Assess What-if Analysis requests and work with chosen WFO team members to provide analysis to stakeholders
- Representing WFO in Business Integration forums to ensure Customer Communication planning is aligned with capacity and shared with the team for inclusion in forecasts.
- Manage the Training & Recruitment Calendar with the Training and Talent Acquisition teams to ensure compliance with all training requirements are met
- Coordinating and influencing planned off-phone activity to balance operational requirements with business outcomes and budgets
- Contributing to Continuous Improvements by analysing data and performing root cause analysis to identify common process and procedure issues.

**What do I need?**
- Min. 5 years experience working in a contact centre related environment
- Cross channel experience in the contact centre - including voice, digital, back office and retail across service, retention and sales queues
- Experience using WFM (NICE preferrable but not mandatory), Genesys Telephony preferable but not mandatory, Sprinklr / Live Person digital platforms
- Strong analytical building knowledge with experience utilising Power BI to comprehend and analyse data
- Demonstrated time management skills and ability to manage competing priorities to achieve deadlines and desired outcomes
- Ability to work with ease in a rapidly changing environment
- Proven ability to adopt a proactive stance towards business issues
- Strong proven stakeholder management skills and capability to influence

**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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