Workforce Planning Strategist

3 days ago

Sydney, New South Wales, Australia Healius Full time
Job Description

We are seeking an experienced Workforce Planning Strategist to join our team at Healius, one of Australia's leading healthcare companies.

The successful candidate will be responsible for implementing Workforce Management from the ground up, including software, processes, and policies. This role involves managing multiple group contact centres in various locations and requires a maximum term contract of 12 months.

About the Role

This newly created position involves leading the Workforce Management Strategy to consistently deliver exceptional operational performance and customer experience. The Workforce Planning & Performance Optimisation Manager will mitigate and/or eliminate operational risks by ensuring the right people with the right skills are available when needed.

The role requires continually optimising performance, improving efficiency, and reducing operating costs by implementing improvement initiatives that deliver measurable value.

  • Manage all elements of Workforce Management, including forecasting, scheduling, real-time management, optimisation of performance, and reporting/analytics.
  • Ensure performance targets are consistently met or exceeded. Where achievement of performance targets is at risk, management will be informed, and a detailed remediation plan implemented.
  • Ensure Workforce Management activities comply with the National Employment Standards (NES), Relevant Awards, and/or Enterprise Agreement.
  • Collaborate and share feedback with line managers to ensure team members are appropriately managed and held accountable for poor or unacceptable outcomes.
  • Consistently lead real-time management activities to ensure agent adherence to schedule, optimise performance, and respond to peaks in volume.
  • Lead the administration of Contact Centre Technologies (including but not limited to CXOne) to deliver consistently exceptional levels of performance and customer experience.
  • Maintain Contact Centre industry and Workforce Planning knowledge ensuring best practice methodology is applied and practices are continually improved.
  • Plan and recommend recruitment activity which is supported with evidence-based justifications.
  • Support and enhance Recruitment, Onboarding, and Training practices to maximise team member speed to competency.

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