Workforce Planning Specialist

4 weeks ago

Docklands, Victoria, Australia Medibank Private Limited Full time

The Opportunity

At 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 to our specialized teams. You'll collaborate closely with our forecasting specialists and frontline leaders to create and manage rosters, balance real-time resourcing against incoming demand, and identify insights and trends to drive continuous optimization.

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 analyze reports to support data-driven decision-making

About You

To succeed in this role, you'll need to leverage strong skills in verbal and written communication, effective stakeholder management through collaboration, experience with Genesys products (IVR, Contact Centre, WFM), and a strong attention to detail. You'll also need to possess knowledge of key data metrics for contact centre environments and channels.

Other key skills we're 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 the 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 analyzing 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

We're committed to creating an inclusive and accessible workplace. 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.

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