Workforce Planning Manager

About the Role
 
As the Workforce Planning Manager, you will support the Senior Operations Manager to drive strategic initiatives that improve business outcomes and enhance both member satisfaction and employee engagement.  

You will collaborate across departments to forecast workforce requirements, develop data-driven strategies, and drive operational efficiency. You'll be part of a team that values innovation, collaboration, and continuous improvement.

This is a permanent, full-time position with a hybrid work model, offering the flexibility to work from our Parramatta office and from home two days per week.

To be successful in this role, you will:

•    Design and execute strategic and operational workforce plans aligned with business objectives.

•    Lead forecasting, capacity planning, and skilling initiatives to maximise team efficiency and performance.

•    Mentor and develop workforce planning team to strengthen capability and support succession planning.

•    Collaborate with key stakeholders to provide data-driven insights and proactively manage operational risks.

•    Oversee workforce management and telephony systems to improve operational efficiency and customer experience.

•    Champion continuous improvement and ensure successful project delivery.

•    Foster strong cross-functional relationships to influence workforce strategies and drive impactful outcomes.

About You 

You thrive working in a fast paced and dynamic environment. You will have previous workforce planning and management experience within a contact centre.

You have a strong focus on service delivery and understand contact centre practices, KPIs and targets.

Successful candidates will bring:

•    3–5 years of experience in Workforce Management disciplines such as forecasting, scheduling, real-time analytics, or capacity planning— within a contact centre environment.

•    Proven leadership experience, including managing and developing high-performing teams in workforce planning or operations.

•    Expertise in workforce management platforms such as Genesys WFM.

•    Experience with data visualisation tools (e.g. Tableau, Power BI)

•    Advanced skills in Microsoft Excel

•    Strong stakeholder management and influencing skills

•    Demonstrated ability to balance strategic thinking with hands-on operational delivery.

•    Strong data analytical and reporting capabilities

•    Excellent written and verbal communication skills.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our  Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
 

Culture & Benefits 

Purpose-driven passion
We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance
We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover

• 18 weeks of parental leave for all new parents

• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more

• Discounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition –  to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.