Workforce Planning Specialist

4 weeks ago

Docklands, Victoria, Australia Medibank Full time
About the Role

We 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 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 possess 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:

  • Detailed understanding of Workforce Management Principles and Service Level Planning methodology
  • Expertise with WFP scheduling software
  • 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
  • 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 PowerPoint, Teams
  • Experience with the Genesys telephony and WFM platform and Outbound Dialler would be advantageous
What We Offer

At Medibank, 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.

We offer a workplace where you can shape when and where you work to have more impact. Where flexible working isn't a buzzword, it's a reality. We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better.

We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ individuals. For any adjustments or alternative formats during the recruitment process, please contact us at careers@medibank.com.au.

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