Workforce Operations Specialist

7 days ago

Albany, Australia Medibank Private Limited Full time

Overview

Workforce Operations Specialist (Real-Time) – Western Australia (WA, AU). This Full-Time Hybrid role supports real-time and intraday management of Customer channels (Voice, Messenger, Face-to-Face). Working hours are mostly 8:00 AM to 8:00 PM Monday to Friday AEST with potential to support outside normal hours.

Key Responsibilities

- Monitor Workforce Management metrics (e.g., Average Speed of Answer, Grade of Service, Containment, abandonRates, adherence to schedule, After Call Work) to ensure actions meet service goals and customer experience targets.
- Collaborate with Workforce Planning Specialists to manage day-to-day resources, providing guidance on off-phone activities, overtime, and leave to forecasted demand within budget while meeting business and customer experience standards.
- Oversee payroll reconciliation and audit activities in partnership with HR, Payroll Support, Workforce Planning Specialists and frontline leaders.
- Provide data insights on trends, interaction patterns, and anomalies to improve short-term forecast accuracy and schedule management for inbound and outbound channels.
- Support intraday reporting production and analysis to communicate trends and influence workforce planning and forecasting decisions.
- Build strong partnerships with Customer leaders and frontline teams to maintain proactive resourcing levels for intraday management and performance.

Must Haves

- Preferred prior Real-Time experience in a contact centre or similar environment.
- Genesys Systems knowledge.
- Proven ability to provide strategic support in a contact centre while maintaining attention to detail.
- Strong analytical and problem-solving skills with experience interpreting and summarizing complex data related to contact centre technologies.
- Awareness of Enterprise Agreement/award interpretation.
- Ability to organize, take initiative, and follow up independently.
- Ability to prepare and present timely and accurate analysis and recommendations to teams and management.
- Strong MS Office skills, especially Excel.

Imagine working with us

We believe happy, healthy people make great teams. We’re reinventing work to offer flexibility and a workplace that supports personal development and wellbeing.

Learn about benefits at: https://careers.medibank.com.au/culture/rewards-benefits/

Inclusion and Accessibility

We value diverse perspectives and strive to be inclusive. We encourage applications from Aboriginal and Torres Strait Islander candidates, people with disabilities, and LGBTQIA+ communities, including transgender and gender diverse applicants. For adjustments or alternative formats during recruitment, please contact careers@medibank.com.au. Learn more about our commitments at: https://careers.medibank.com.au/culture/diversity-inclusion/

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