Share this Job

Service Level Planner

Job Requisition Number:  6811
Date:  19-Nov-2021


Will you actively create a healthier future for tomorrow?


At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.


We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.


The Opportunity

As our Service Level Planner within Medibank Health Solutions you will to manage short-term planning and intra-day management of Service Levels. Responsible for real time management of operational performance and analysis you will drive strategies to achieve Service Levels for one of our major programmes.


You will be working on a fixed 24/7 roster arrangement including weekends and night shift. Reporting to the Service Level Planning Manager, this role can be based anywhere within Australia.


Please note that this is a fixed-term, 6-month opportunity until end of June 2022.


Key responsibilities will include:

  • Queue administration and scheduling;
  • Implement and drive call management strategies at a daily / weekly / monthly basis;
  • Real time queue management of service level, adherence to schedule and occupancy (interval and daily);
  • Report and communicate on emerging trends and anomalies;
  • Serve as a key interface in the management and planning of service levels;
  • Prepare recommendations for business performance solutions and improvement;
  • Build strong relationships with the Operations Management Team; and
  • Build an effective internal network across departments within Medibank Health Solutions


About You

To be successful in this role, you will:

  • Work collaboratively in a team and independently
  • Be resilient and be open to a new challenge
  • Have a detailed understanding of Workforce and Service Level Planning methodology with expertise WFP scheduling software
  • Possess a strong understanding of Call Centres, the major drivers of change and how they will influence the business.
  • Have demonstrable experience in engaging with stakeholders, influencing critical business decisions and providing standards of excellence
  • Have advanced excel and reporting skills and thrive in a fast paced and complex environmenta
  • 1-year previous experience in a similar  omni-channel, blended Workforce Planning environment is desirable.

A career with us

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.


The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.


All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.


We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.


To start small and impact bigger.

Job Segment: Night, Operations