Workforce Strategy Manager

4 days ago

Melbourne, Victoria, Australia Dental Corporation Full time

About Bupa Asia Pacific

We are a global healthcare company with a presence in the Asia Pacific region. Our team is responsible for delivering high-quality patient care and improving health outcomes.

Job Summary:

We are seeking an experienced Workforce Strategy Manager to join our team. As a key member of our workforce optimization cycle, you will be responsible for coordinating and managing key resourcing inputs. This includes assessing forecasting accuracy, budget planning, and shrinkage activity across all lines of business.

You will work closely with stakeholders to feed back impacts on said inputs and represent the whole workforce team to the business.

This is a permanent, full-time hybrid working position that can be located anywhere nationwide.

Key Responsibilities:
  • Act as a conduit for all impact assessment, forecast inputs, budget planning, and shrinkage activity across all lines of business
  • Collate and capture forecasting accuracy information for distribution, improvement, discussion with stakeholders
  • Assess What-if Analysis requests and work with chosen WFO team members to provide analysis to stakeholders
  • Representing WFO in Business Integration forums to ensure Customer Communication planning is aligned with capacity and shared with the team for inclusion in forecasts.
  • Manage the Training & Recruitment Calendar with the Training and Talent Acquisition teams to ensure compliance with all training requirements are met
  • Coordinating and influencing planned off-phone activity to balance operational requirements with business outcomes and budgets
  • Contributing to Continuous Improvements by analysing data and performing root cause analysis to identify common process and procedure issues.
Requirements:
  • Min. 5 years experience working in a contact centre related environment
  • Cross channel experience in the contact centre – including voice, digital, back office and retail across service, retention and sales queues
  • Experience using WFM (NICE preferrable but not mandatory), Genesys Telephony preferable but not mandatory, Sprinklr / Live Person digital platforms
  • Strong analytical building knowledge with experience utilising Power BI to comprehend and analyse data
  • Demonstrated time management skills and ability to manage competing priorities to achieve deadlines and desired outcomes
  • Ability to work with ease in a rapidly changing environment
  • Proven ability to adopt a proactive stance towards business issues
  • Strong proven stakeholder management skills and capability to influence

Why Choose Us:
  • We reward our people and celebrate their success, providing initiatives that develop careers and look after our people's health, well-being, and futures.
  • We're a welcoming lot, no matter who you are or where you've come from. We welcome all talents and backgrounds and embrace our differences, so you can bring your true self to work.
  • We offer a wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few).
  • An additional annual leave day for you to focus on your wellbeing
  • An additional volunteer day each year for you to give back to your community

The estimated salary for this position is between $120,000 and $150,000 per annum, depending on experience.

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