Workforce Planning Specialist

2 weeks ago

Parramatta, New South Wales, Australia HCF - Member Service Full time
About the Role

We are seeking a highly skilled Workforce Planner to join our team at HCF - Member Service. As a Workforce Planner, you will play a critical role in ensuring the smooth operation of our contact centre, managing intra-day staffing and resource allocation to meet business targets.

Key Responsibilities
  • Develop and implement effective intra-day staffing management processes to ensure optimal resource allocation and meet business objectives.
  • Monitor and analyze contact centre performance, identifying areas for improvement and implementing changes to enhance operational efficiency.
  • Manage employee contacts and absences, ensuring seamless coverage and minimizing disruptions to our operations.
  • Collaborate with the Workforce Planning Team Leader to develop and maintain reporting systems, monitoring operational benchmarks and making recommendations for improvement.
  • Implement and support ongoing improvements to operational efficiency through the use of contact centre technology, reporting, and analysis.
  • Analyze Key Performance Indicators (KPIs) such as Average Handle Time, Abandon Rates, and Service Level Agreements to identify areas for improvement.
  • Ensure compliance with all company and industry guidelines, maintaining a high level of professionalism and integrity.
About You

We are looking for a highly motivated and experienced Workforce Planner with a strong background in contact centre operations and workforce management. You will have a proven track record of delivering results in a fast-paced environment, with excellent analytical, problem-solving, and communication skills.

Key qualifications include:

  • Minimum two years' experience in workforce planning in a multi-channel resource role within a contact centre environment.
  • Proficiency in workforce management tools, including Genesys.
  • Advanced skills in Microsoft Excel and experience with Tableau, Word, Outlook, and PowerPoint.
  • Exceptional analytical, problem-solving, and organizational skills.
  • Ability to negotiate and liaise at all levels.
  • Excellent written and verbal communication skills.
  • Ability to work under pressure with competing priorities.
  • Understanding of contact centre practices, KPIs, and targets.
Culture & Benefits

We offer a dynamic and supportive work environment, with opportunities for professional growth and development. Our benefits package includes:

  • 50% subsidy on HCF hospital and/or extras cover.
  • 18 weeks of parental leave for all new parents.
  • Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks, and more.
  • Discounts on HCF's products, including life, pet, and travel insurance, as well as discounts at Fitness First gyms and on our Eyecare products.

We are an equal opportunities employer, committed to maintaining an inclusive and collaborative work environment. If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – vacancy@hcf.com.au to discuss.

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