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Workforce Planning

7 months ago

Sydney, Australia Healius Full time

Job reference: #10563

Brand: Healius

Location: Sydney

Work type: Full Time (Max Term)

About us

Healius is part of Healius Limited, one of Australia's leading healthcare companies, Healius is synonymous with quality, affordable and accessible healthcare for all Australians. It has an expansive network of pathology laboratories, collection centres and diagnostic imaging centres. Through this footprint and its 10,500+ people, Healius provides specialty diagnostic services to consumers and their referring practitioners. Healius provides quality healthcare services that are easily accessible and cost efficient, while supporting the coordination and continuity of quality patient care.

As we optimise to a future-ready way of working, there's an exciting shift happening at Healius. We are transforming into a stronger, more agile organisation.

About the Role

This is newly created role for the business and will see you responsible for implementing Workforce Management from the ground up including software, processes and policies. Our contact centres are currently going through a software transformation process and the scope of this role will be across multiple group contact centres in multiple locations. This role is a maximimum term contract for 12 months. 

The Workforce Planning & Performance Optimisation Manager will lead the Workforce Management Strategy to consistently deliver exceptional levels of operational performance and customer experience. This role will see you mitigate and/or eliminate operational risks by ensuring the right people with the right skills, are available when doctors, patients and internal customers need them.

The role will continually optimise performance, improve efficiency, and reduce operating costs by implementing improvement initiatives which deliver measurable value.

Responsibilities :

Manage all elements of Workforce Management including forecasting, scheduling, real-time management, optimisation of performance, and reporting/analytics. Ensure performance targets are consistently met or exceeded. Where achievement of performance targets is at risk, management will be informed, and a detailed remediation plan implemented. Ensure Workforce Management activities comply with the National Employment Standards (NES), Relevant Awards and/or Enterprise Agreement. Collaborate and share feedback with line managers to ensure team members are appropriately managed and held accountable for poor or unacceptable outcomes. Consistently 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 (including but not limited to CXOne) to deliver consistently exceptional levels of performance and customer experience. Maintain Contact Centre industry and Workforce Planning knowledge ensuring best practice methodology is applied and practices are continually improved. Plan and recommend recruitment activity which is supported with 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

Bachelor's degree in Human Resources, Business Administration or a related field Previous experience in workforce planning and scheduling management Experience implementing WFM into Contact Centres will be valued Experience with CXOne will be valued, but not essential Strong analytical and problem-solving skills, with the ability to interpret data and make data-driven decisions Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels 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:

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