Workforce Planning 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 

We are seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Planning and Optimisation Team.  

In this position you will play a key role in providing workforce planning and optimisation support to a set of specialised teams. You will collaborate closely with our forecasting specialists and frontline leaders to create and manage rosters, balance real time resourcing against incoming demand and identify insights and trends that will support continuous optimisation.   

Key Responsibilities: 

• Lead the workforce management process for specific teams, ensuring optimal staffing levels to meet customer demand. 

• Collaborate with team leaders to create and publish effective rosters that align with service level targets. 

• Monitor real-time performance metrics and provide insights to balance incoming demand against available resources. 

• Identify trends and insights to enhance roster planning and operational efficiency. 

• Facilitate daily cadences with team leaders to report on performance and discuss insights. 

• Prepare and analyse reports to support data-driven decision-making 

To be successful, this role will need to utilise strong skills in verbal and written communication, effective stakeholder management through collaboration, experience with Genesys products is preferred (IVR, Contact Centre, WFM), strong attention to detail, proficiency with key data metrics for contact centre environments and channels, and a wiliness to expand your knowledge to face to face channel operations. 

From time to time, this role may need to support channel activities outside normal business hours e.g., extended business hours, weekends and/or public holidays. 

Must haves: 

• Detailed understanding of Workforce Management Principles and Service Level Planning methodology is essential. 

• Expertise with WFP scheduling software is required 

• Strong understanding of call routing and ability to recommend dynamic changes that improve service levels. 

• A current understanding of information technology, telephony systems and other digital channels e.g., Messenger 

• Previous experience in producing reports and analysing data within a professional environment is essential. 

• Experience with collaboration tools and MS Office 365 in key applications Outlook, Word, Excel and Power Point, Teams  

• Experience with the Genesys telephony and WFM platform and Outbound Dialler would be advantageous 

• Demonstrated success in influencing decision making and outcomes through effective verbal and written communication skills  

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. 

Learn more about our benefits here: https://careers.medibank.com.au/culture/rewards-benefits/  

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. 

To learn about our commitments, employee experiences, and benefits, go to https://careers.medibank.com.au/culture/diversity-inclusion/  

We encourage applications from everyone, including Aboriginal and Torres Strait Islander candidates, those with disabilities, and LGBTQIA+ individuals. For any adjustments or alternative formats during the recruitment process, please contact us at careers@medibank.com.au.