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Strategic Workforce Planning and Performance Optimisation Specialist

1 month ago

Sydney, New South Wales, Australia Healius Full time
About Healius

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.

Job Description

This newly created role involves implementing Workforce Management from the ground up, including software, processes, and policies. The successful candidate will be responsible for managing all elements of Workforce Management, ensuring performance targets are consistently met or exceeded, and optimising performance, improving efficiency, and reducing operating costs.

Key Responsibilities
  • Manage forecasting, scheduling, real-time management, optimisation of performance, and reporting/analytics.
  • Ensure compliance with National Employment Standards (NES), Relevant Awards, and/or Enterprise Agreement.
  • Collaborate with line managers to ensure team members are appropriately managed and held accountable for outcomes.
  • Lead real-time management activities to ensure agent adherence to schedule and respond to peaks in volume.
  • Maintain Contact Centre industry and Workforce Planning knowledge to apply best practice methodology and continually improve practices.
Requirements
  • 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 is valued.
  • 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.
Estimated Salary Range: $90,000 - $120,000 per annumAbout You

We are seeking a highly motivated and experienced individual to join our team as a Strategic Workforce Planning and Performance Optimisation Specialist. If you have a strong background in workforce planning and a passion for delivering exceptional results, we encourage you to apply for this exciting opportunity.