Workforce Planning and Optimisation Specialist

7 hours ago

Docklands, Victoria, Australia Medibank Full time

About Medibank


We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.



The Opportunity

At Medibank, we are committed to connecting our customers with local agents to provide localised help and support in the moments that matter most. We are seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Optimisation Team.


This is a permanent full-time role working from home. In this role, you will play a key role in providing workforce planning and optimisation support to a set of specialised teams.



Key Responsibilities

  • Lead the workforce management process for specific teams, ensuring optimal staffing levels to meet customer demand.
  • Collaborate with team leaders to create and publish effective rosters that align with service level targets.
  • Monitor real-time performance metrics and provide insights to balance incoming demand against available resources.
  • Identify trends and insights to enhance roster planning and operational efficiency.
  • Facilitate daily cadences with team leaders to report on performance and discuss insights.
  • Prepare and analyse reports to support data-driven decision-making.


About You

To be successful in this role, you will need to utilise strong skills in verbal and written communication, effective stakeholder management through collaboration, experience with Genesys products (IVR, Contact Centre, WFM), strong attention to detail, and knowledge with key data metrics for contact centre environments and channels.


Other key skills we are looking for include:



  • A detailed understanding of Workforce Management Principles and Service Level Planning methodology.
  • Expertise with WFP scheduling software.
  • A strong understanding of call routing and ability to recommend dynamic changes that improve service levels.
  • A current understanding of information technology, telephony systems and other digital channels e.g., Messenger.
  • Previous experience in producing reports and analysing data within a professional environment.
  • Experience with collaboration tools and MS Office 365 in key applications Outlook, Word, Excel and Power Point, Teams.
  • Experience with the Genesys telephony and WFM platform and Outbound Dialler would be advantageous.

Benefits

We understand that work means different things to everyone... We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that's why we're reinventing work.


Imagine a workplace where work didn't feel like work. A workplace where you could shape when and where you work to have more impact. Where flexible working isn't a buzzword, it's a reality.


Imagine a workplace that helps you and your family thrive. Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to https://careers.medibank.com.au/culture/rewards-benefits/


  • Workforce Planning and Optimisation Specialist

    2 weeks ago

    Docklands, Victoria, Australia Medibank Private Limited Full time

    The OpportunityAt Medibank, we are committed to connecting our customers with local agents to provide localised help and support in the moments that matter most.We are seeking a dedicated Workforce Planning and Optimisation Specialist to join our dynamic Workforce Optimisation Team. This is a permanent full-time role working from home.In this role, you will...

  • Workforce Planning and Optimisation Specialist

    2 weeks ago

    Docklands, Victoria, Australia Medibank Private Limited Full time

    The OpportunityAt Medibank, we are committed to connecting our customers with local agents to provide localised help and support in the moments that matter most.We are seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Optimisation Team. This is a permanent full-time role working from home.In this role, you will play a key role...

  • Workforce Planning Specialist

    4 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleMedibank is seeking a skilled Workforce Planning Specialist to join our dynamic Workforce Optimisation Team. As a Workforce Planning Specialist, you will play a key role in providing workforce planning and optimisation support to a set of specialised teams.Key ResponsibilitiesLead the workforce management process for specific teams, ensuring...

  • Workforce Planning Specialist

    2 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a highly skilled Workforce Planning Specialist to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will play a crucial role in providing workforce planning and optimisation support to our specialised teams.Key ResponsibilitiesLead the workforce management process for specific teams,...

  • Workforce Planning Specialist

    2 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Optimisation Team at Medibank. This is a permanent full-time role working from home.In this role, you will play a key role in providing workforce planning and optimisation support to a set of specialised teams. You will collaborate closely with our...

  • Workforce Planning Specialist

    1 week ago

    Docklands, Victoria, Australia Medibank Full time

    Unlock Your PotentialAt Medibank, we're committed to creating the best health and wellbeing for all of Australia. We're seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Optimisation Team.About the RoleThis is a permanent full-time role working from home. As a Workforce Planning Specialist, you'll play a key role in providing...

  • Workforce Planning Specialist

    1 month ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a highly skilled Workforce Planning Specialist to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will play a crucial role in providing workforce planning and optimisation support to our specialised teams.Key ResponsibilitiesLead the workforce management process for specific teams,...

  • Workforce Planning Specialist

    4 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a skilled Workforce Planning Specialist to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will play a crucial role in providing workforce planning and optimisation support to our specialised teams.Key ResponsibilitiesLead the workforce management process for specific teams, ensuring...

  • Workforce Planning Specialist

    2 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleMedibank is seeking a skilled Workforce Planning Specialist to join our dynamic Workforce Optimisation Team. As a key member of our team, you will play a crucial role in providing workforce planning and optimisation support to our specialised teams.Key ResponsibilitiesLead the workforce management process for specific teams, ensuring optimal...

  • Workforce Planning Specialist

    3 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a highly skilled Workforce Planning Specialist to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will play a crucial role in providing workforce planning and optimisation support to our specialised teams.Key ResponsibilitiesLead the workforce management process for specific teams,...

  • Workforce Planning Specialist

    3 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a skilled Workforce Planning Specialist to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will play a crucial role in providing workforce planning and optimisation support to our specialised teams.Key ResponsibilitiesLead the workforce management process for specific teams, ensuring...

  • Workforce Planning Coordinator

    8 hours ago

    Docklands, Victoria, Australia Medibank Full time

    About this roleWe are seeking a dedicated Workforce Planning Manager to join our dynamic Workforce Optimisation Team. This is a permanent full-time role working from home. A key purpose of the Workforce Planning Manager is to develop the capabilities of the team and ensure they have the skills and capabilities required to meet the businesses WFM needs now...

  • Workforce Planning Manager

    2 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the OpportunityMedibank is seeking a dedicated Workforce Planning Manager to join our dynamic Workforce Optimisation Team. This is a permanent full-time role working from home.The primary goal of this role is to develop the capabilities of the team and ensure they have the skills and capabilities required to meet the businesses WFM needs now and into...

  • Workforce Planning Manager

    1 month ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a highly skilled Workforce Planning Manager to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will be responsible for developing and implementing workforce planning strategies to drive operational agility and productivity across our Customer Operations & Provider Solutions Hub.Key...

  • Workforce Planning Manager

    4 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a highly skilled Workforce Planning Manager to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will be responsible for developing and implementing workforce planning strategies to drive operational agility and productivity across our Customer Operations & Provider Solutions Hub.Key...

  • Workforce Planning Manager

    2 weeks ago

    Docklands, Victoria, Australia Medibank Full time

    About the RoleWe are seeking a seasoned Workforce Planning Manager to join our dynamic Workforce Optimisation Team at Medibank. As a key member of our team, you will be responsible for developing and implementing workforce planning strategies to drive operational agility and productivity.Key ResponsibilitiesCollaborate with leadership to deliver operational...

  • Workforce Planning Specialist

    3 weeks ago

    Docklands, Victoria, Australia Medibank Private Limited Full time

    The Opportunity At Medibank Private Limited, we are committed to delivering exceptional customer experiences through our workforce optimization initiatives. We are seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Optimization Team. This is a permanent full-time role that offers the flexibility to work from home. As a Workforce...

  • Workforce Planning Manager

    3 weeks ago

    Docklands, Victoria, Australia Medibank Private Limited Full time

    Workforce Planning ManagerWe are seeking a dedicated Workforce Planning Manager to join our dynamic Workforce Optimisation Team. This is a permanent full-time role working from home.The successful candidate will be accountable for maximising the operational agility and productivity of the frontline workforce for Medibank Customer Operations & Provider...

  • Workforce Planning Specialist

    4 weeks ago

    Docklands, Victoria, Australia Medibank Private Limited Full time

    The OpportunityAt Medibank, we're committed to delivering exceptional customer experiences through our workforce optimization initiatives. We're seeking a skilled Workforce Planning Specialist to join our dynamic team, working from home in a permanent full-time role.In this role, you'll play a key part in providing workforce planning and optimization support...

  • Workforce Planning Specialist

    3 weeks ago

    Docklands, Victoria, Australia Medibank Private Limited Full time

    The OpportunityAt Medibank Private Limited, we're committed to delivering exceptional customer experiences through our workforce optimization initiatives. We're seeking a skilled Workforce Planning Specialist to join our dynamic team, working from home in a permanent full-time role.In this role, you'll play a key part in providing workforce planning and...