Workforce Planning Strategist

5 days ago

Sydney, New South Wales, Australia Healius Full time

About Healius

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Healius is a leading healthcare company in Australia, providing quality, affordable, and accessible healthcare services to all Australians. With an expansive network of pathology laboratories, collection centres, and diagnostic imaging centres, Healius supports the coordination and continuity of quality patient care.

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A Career Opportunity at Healius

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We are currently seeking an experienced Workforce Planning Strategist to join our team. As a key member of our workforce management team, you will be responsible for implementing Workforce Management from the ground up, including software, processes, and policies.

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About the Role

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This is a newly created role that will see you lead the Workforce Management Strategy to consistently deliver exceptional levels of operational performance and customer experience. You will mitigate and/or eliminate operational risks by ensuring the right people with the right skills are available when doctors, patients, and internal customers need them.

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The successful candidate will continually optimise performance, improve efficiency, and reduce operating costs by implementing improvement initiatives that deliver measurable value.

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Main Responsibilities

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  • Manage all elements of Workforce Management, including forecasting, scheduling, real-time management, optimisation of performance, and reporting/analytics.">
  • E nsure 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.">
  • E nsure Workforce Management activities comply with the National Employment Standards (NES), Relevant Awards and/or Enterprise Agreement.">
  • C olaborate and share feedback with line managers to ensure team members are appropriately managed and held accountable for poor or unacceptable outcomes.">
  • C onsistently lead real-time management activities to ensure agent adherence to schedule, optimise performance, and respond to peaks in volume.">
  • L ead the administration of Contact Centre Technologies (including but not limited to CXOne) to deliver consistently exceptional levels of performance and customer experience.">
  • M aintain Contact Centre industry and Workforce Planning knowledge ensuring best practice methodology is applied and practices are continually improved.">
  • P lan and recommend recruitment activity which is supported with evidence-based justifications.">
  • S upport and enhance Recruitment, Onboarding and Training practices to maximise team member speed to competency.">
  • M anage administration of all planned leave requests, ensuring business needs are met and employee engagement is maintained.">
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Requirements

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  • Bachelor's degree in Human Resources, Business Administration, or a related field.">
  • Previous experience in workforce planning and scheduling management.">
  • Experience implementing WFM into Contact Centres will be valued.">
  • Experience with CXOne will be valued, but not essential.">
  • Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.">
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.">
  • Proven leadership and management abilities, including the ability to lead and motivate a team to achieve organisational goals.">
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Salary and Benefits

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We offer a competitive salary range of AU$120,000 - AU$150,000 per annum, depending on experience. In addition, you will have access to a range of benefits, including corporate health insurance discounts, banking benefits, novated leasing consultations, an e-learning platform, an Employee Assistance Program, Fitness Passport, and career growth opportunities across the Healius network.

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Location

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This role is based in Sydney, Australia.

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