Workforce Planning Strategist

7 days ago

Sydney, New South Wales, Australia Healius Full time

Job Overview

Healius, a leading healthcare company in Australia, is seeking a highly skilled Workforce Planning & Performance Optimisation Manager to join our team. The successful candidate will be responsible for implementing Workforce Management from the ground up, driving operational performance, and enhancing customer experience.


About the Role

This newly created role will see you responsible for leading the Workforce Management Strategy, ensuring the right people with the right skills are available when needed. You will mitigate and/or eliminate operational risks, continually optimise performance, improve efficiency, and reduce operating costs by implementing improvement initiatives.


Responsibilities


  • Manage all elements of Workforce Management, including forecasting, scheduling, real-time management, and reporting/analytics.
  • Ensure performance targets are consistently met or exceeded, and implement remediation plans when necessary.
  • Ensure Workforce Management activities comply with the 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 poor or unacceptable outcomes.
  • Lead real-time management activities to ensure agent adherence to schedule, optimise performance, and respond to peaks in volume.
  • Lead the administration of Contact Centre Technologies to deliver exceptional levels of performance and customer experience.
  • Maintain Contact Centre industry and Workforce Planning knowledge to ensure best practice methodology is applied and practices are continually improved.
  • Plan and recommend recruitment activity, supported by evidence-based justifications.
  • Support and enhance Recruitment, Onboarding, and Training practices to maximise team member speed to competency.
  • Manage administration of all planned leave requests, ensuring business needs are met and employee engagement is maintained.


About You

The ideal candidate will have a Bachelor's degree in Human Resources, Business Administration, or a related field, and previous experience in workforce planning and scheduling management. Experience implementing WFM into Contact Centres and working with CXOne will be valued but not essential.


Benefits and Well-being

As a member of the Healius team, you will have access to a range of benefits, including a marketplace of exclusive discounts, corporate health insurance discounts, and an Employee Assistance Program dedicated to employee health and wellbeing.

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