Strategic Workforce Optimization Specialist
2 days ago
We're a diverse community of 22,000+ people who drive innovation and excellence in healthcare. From our aged care homes to dental surgeries, telehealth services, and admin roles, we work together to deliver exceptional customer experiences. Our mission is to be the world's most customer-centric healthcare company, and we're committed to achieving this through outstanding service, value, and empathy.
Role OverviewWe're seeking an experienced Workforce Strategy Manager to join our team. As a key member of our workforce optimization cycle, you'll coordinate resourcing inputs and manage stakeholder feedback. This role offers a permanent, full-time opportunity with flexible hybrid working arrangements.
Key Responsibilities- Manage impact assessment, forecast inputs, budget planning, and shrinkage activity across all lines of business.
- Capture forecasting accuracy information for distribution and discussion with stakeholders.
- Analyze What-if requests and collaborate with WFO team members to provide analysis to stakeholders.
- Represent WFO in Business Integration forums to align customer communication planning with capacity.
- Manage the Training & Recruitment Calendar with Training and Talent Acquisition teams to ensure compliance with training requirements.
- Coordinate planned off-phone activity to balance operational requirements and business outcomes.
- Contribute to Continuous Improvements by analyzing data and identifying common process issues.
To succeed in this role, you'll need:
- Minimum 5 years' experience in a contact centre environment.
- Cross-channel experience in voice, digital, back office, and retail queues.
- Experience using WFM (NICE preferred) or Genesys Telephony, Sprinklr / Live Person digital platforms.
- Strong analytical skills and experience with Power BI.
- Demonstrated time management and prioritization skills.
- Able to work in a rapidly changing environment.
- Proven ability to adopt a proactive stance towards business issues.
- Excellent stakeholder management and influencing skills.
We offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience. You'll also enjoy:
- A welcoming and inclusive workplace culture.
- Access to a wide range of employee benefits, including health insurance discounts and partnerships programs.
- Additional annual leave days for wellbeing and volunteer opportunities.
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