Workforce Planning Manager

2 days ago

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

Healius is part of Healius Limited, one of Australia's leading healthcare companies, providing quality, affordable, and accessible healthcare to all Australians.

About the Role

This role is a newly created position within the business, responsible for implementing Workforce Management from the ground up, including software, processes, and policies.

The Workforce Planning & Performance Optimisation Manager will lead the Workforce Management Strategy to deliver exceptional levels of operational performance and customer experience.

Key Responsibilities
  1. Manage all elements of Workforce Management, including forecasting, scheduling, real-time management, optimisation of performance, and reporting/analytics.
  2. Ensure performance targets are consistently met or exceeded, implementing remediation plans as needed.
  3. Ensure Workforce Management activities comply with the National Employment Standards (NES), Relevant Awards, and/or Enterprise Agreement.
  4. Collaborate with line managers to ensure team members are appropriately managed and held accountable for poor or unacceptable outcomes.
  5. Lead real-time management activities to ensure agent adherence to schedule, optimise performance, and respond to peaks in volume.
  6. Manage the administration of Contact Centre Technologies to deliver exceptional performance and customer experience.
  7. Maintain industry and Workforce Planning knowledge, applying best practice methodology and continually improving practices.
  8. Recommend recruitment activity, supported by evidence-based justifications.
  9. Support and enhance Recruitment, Onboarding, and Training practices to maximise team member speed to competency.
  10. Manage the administration of all planned leave requests, ensuring business needs are met and employee engagement is maintained.
About You
  1. Bachelor's degree in Human Resources, Business Administration, or a related field.
  2. Previous experience in workforce planning and scheduling management.
  3. Experience implementing WFM into Contact Centres is valued.
  4. Experience with CXOne is valued, but not essential.
  5. Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions.
  6. Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
  7. Proven leadership and management abilities, including the ability to lead and motivate a team to achieve organisational goals.
Benefits and Wellbeing

As part of working for Healius, you will have access to a range of benefits, including:

  1. A marketplace of exclusive discounts and vouchers from leading Australian and online retailers.
  2. Corporate health insurance discounts, banking benefits, and novated leasing consultations.
  3. An e-learning platform with access to a library of courses and learning paths.
  4. An Employee Assistance Program dedicated to employee health and wellbeing, provided by professional coaches.
  5. Fitness Passport – access to fitness centres across Australia at a subsidised rate.
  6. Career growth opportunities across the Healius network.
  7. Being a part of a large ASX-listed organisation focused on delivering positive outcomes to all Australians.

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