Workforce Operations Specialist

You're only human.

It's a strange thing to say, because us humans are capable of incredible things. And at Medibank, we know our greatest potential lies in the people who work with us.

We strive to make real, fundamental change, driven by a simple purpose: to create the best health and wellbeing for all of Australia.

The Opportunity

Our Real-Time Operations Specialist role is responsible for supporting the real-time and intraday management of Customer channels, including Voice, Messenger, and Face-to-Face interactions.

In this role, you'll proactively respond to changing demand by applying effective intraday resourcing strategies. Your goal is to help front-line teams meet performance targets, enhance the customer experience, and support employee engagement (eNPS). This work is done in close collaboration with leaders across the Customer network.

This Full-Time Hybrid role is based in Western Australia. The working hours for this role are mostly between 8:00 AM to 8:00 PM Monday to Friday AEST when our customer channels are open. From time to time, this role may also need to support channel activities outside normal business hours e.g., extended business hours, weekends and/or public holidays.

Key Responsibilities:

• Monitoring Workforce Management metrics e.g., Average Speed of Answer (ASA), Grade of Service, Containment, abandonment rates, adherence to schedule, After Call Work (ACW) to ensure action is taken to achieve service goals and customer experience.
• Work with the relevant Workforce Planning Specialists to support front facing teams with the day-to-day management of resources. This will include guidance and recommendations relating to requested off phone activities, overtime and leave to ensure optimal performance to forecast in line with budget allowances, while meeting business goals and customer experience standards.
• Day to day execution and monitoring of Payroll reconciliation and audit requirements, working closely with HR and Payroll Support teams, Workforce Planning Specialists and frontline leaders.
• Effectively collaborate with Forecasting and Workforce Planning teams to provide data insights on current trends, interaction delivery patterns and anomalies to improve short term forecast accuracy and schedule management to meet business objectives for both inbound and outbound channels.
• Supporting the production and analysis of intraday reporting to identify and communicate trends in inbound volumes as per forecast to influence the work for the Workforce Planning Specialist and Forecasting teams.
• Building strong partnerships with Customer leaders and front facing teams to ensure a proactive approach in effective resourcing levels to meet intraday management and performance.

Must haves:

• It is preferred that you have previous experience in a Real Time position in a contact centre environment or similar.
• Genesys Systems knowledge required.
• Experience in best practice workforce management concepts e.g., adherence, shrinkages, schedule management.
• Proven track record of providing strategic support in a contact centre environment, while balancing the need for attention to detail.
• Strong analytical and problem-solving skills. Proven experience analysing, interpreting, and summarizing complex data as it relates to contact centre technologies.
• Aware of Enterprise Agreement/award interpretation.
• Demonstrated ability to organize, take initiative and follow up independently.

• Ability to prepare and present timely and accurate analysis and recommendations to the team, managers, and senior management.

• Strong skills in MS Office suite, in particular Excel.

Imagine working with us

We understand that work means different things to everyone...  We know happy, healthy people make great teams, and great teams put more heart into each customer and patient interaction. And that's why we're reinventing work.

Imagine a workplace where work didn't feel like work. A workplace where you could shape when and where you work to have more impact. Where flexible working isn't a buzzword, it's a reality.

Imagine a workplace that helps you and your family thrive. Where connection, personal development and health and wellbeing are front of mind. To learn more about our benefits go to

For you, work should help you Live Better. It should bring you fulfillment and joy. And with Medibank, it could.

Inclusion and Accessibility

We believe in everyone's potential and strive to make Medibank inclusive for all because different perspectives make us better. We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ community including transgender and gender diverse applicants.

For any adjustments or alternative formats during the recruitment process, please contact us at To learn about our commitments and employee experiences, go to