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Senior Workforce Optimisation Leader

2 months ago

Melbourne, Victoria, Australia Bupa Full time
About the Role

Bupa is seeking a seasoned professional to lead our Workforce Optimisation function, driving strategic vision and best-in-class practices to deliver exceptional customer experiences and improve channel performance.

Key Responsibilities
  • Strategic Workforce Leadership: Set the strategic direction for Workforce Optimisation, ensuring alignment with the organisation's channel service strategy.
  • Workforce Management: Lead the development and implementation of workforce management strategies that optimise customer and people outcomes, and meet workforce agreement obligations.
  • Forecasting and Planning: Establish forecasting practices and operating rhythms that enable effective operational and financial planning and execution.
  • Workforce Planning and Scheduling: Ensure workforce planning, scheduling, and real-time operations and outcomes are best-in-class.
  • Staffing and Resource Allocation: Ensure staffing levels are appropriate to meet the customer, financial, and operational requirements.
  • Collaboration and Integration: Collaborate with channel leaders and enablement teams to ensure the workforce optimisation function is aligned and embedded into the way the channels operate.
  • Technology and Vendor Management: Collaborate with senior leaders, including technology, product, operations, and risk, to integrate workforce strategies with the broader business objectives and regulatory requirements.
  • Relationship Management: Own the relationship with key workforce technology vendors.
Team Development and Leadership
  • Team Leadership: Lead, mentor, and inspire a team of Workforce Management professionals, with a focus on efficiently enabling frontline teams to deliver brilliant customer outcomes.
  • Culture and Development: Cultivate a high-performance culture that encourages collaboration, innovation, and professional growth within the team, ensuring they are equipped to manage the complexities of a multi-channel environment.
  • Performance Management: Set clear expectations and performance goals, providing regular feedback and coaching to develop future leaders within the team.
  • Diversity and Inclusion: Foster a team environment that values diversity, inclusion, and a shared commitment to excellence in member service, particularly in ensuring the fair treatment of vulnerable customers.
Data-Driven Decision Making
  • Analytics and Insights: Champion the use of analytics and data-driven insights to guide workforce optimisation strategies across all interaction channels.
  • Predictive Modelling: Lead the development of predictive models and frameworks that enable the team to proactively address workforce challenges.
  • Data Integrity and Accessibility: Ensure the integrity and accessibility of workforce data, collaborating with Technology and data teams to leverage reporting, analytics, and visualisation technologies.
  • Strategic Insights: Provide strategic insights and reports to senior leadership, highlighting key trends, opportunities, and risks in workforce performance.
Industry Leadership and Connection
  • Thought Leadership: Represent the Customer Channels and Growth group as a thought leader in areas related to workforce optimisation.
  • Industry Trends and Best Practices: Stay ahead of industry trends, emerging technologies, and best practices, ensuring the organisation remains a leader in workforce optimisation.
  • Knowledge Sharing: Share insights and learnings with internal teams, driving strategic decisions that position the organisation as a leader in multi-channel contact centre management.
Requirements
  • Experience: Minimum of 10+ years of experience in a business-related field, with a bachelor's degree or equivalent experience.
  • Technical Expertise: Experience and technical expertise with 'best practice' workforce management tools and technologies.
  • Communication and Presentation Skills: Good communication skills, presentation excellence, information analysis & interpret capability.
  • Workforce Management Experience: Detailed knowledge and experience of managing large workforce planning teams across multiple sites and vendors.
  • Leadership Experience: Previous leadership experience within operations teams or senior management position.
  • Analytical and Problem-Solving Skills: Exceptional analytical and technical skills, with proven ability to adopt a proactive stance towards business issues.
  • Desirable Skills: Experience working with NICE WFM, Amazon Connect, Sprinklr highly desirable.