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. 

We are seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Planning and Optimisation Team. Work where you’re most comfortable…your home! Enjoy the perks of flexibility in this full-time role.

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

What We’re Looking For

• Someone who will embrace this role where you’ll help shape the future of workforce planning as we upgrade and innovate our systems
• Be able to problem-solve in a dynamic environment that values adaptability and fresh ideas
• Experience across different businesses and systems to influence smarter ways of working
• A collaborator who loves building strong relationships with leaders and teams and making an impact through insights
• Attention to detail and a proactive approach to improving processes
• Curiosity, ask questions, and grow with us. Tech skills can be taught, but your mindset and willingness to learn matter most!

Must Haves

• Detailed understanding of Workforce Management Principles and Service Level Planning methodology
• Expertise with WFP scheduling software
• Strong understanding of call routing and ability to recommend dynamic changes that improve service levels
• Current understanding of IT, telephony systems, and digital channels (e.g., Messenger)
• Previous experience in producing reports and analysing data within a professional environment
• Experience with collaboration tools and MS Office 365 (Outlook, Word, Excel, PowerPoint, Teams)
• Experience with Genesys telephony and WFM platform and Outbound Dialler would be advantageous
• Demonstrated success in influencing decision-making and outcomes through effective communication

If this sounds like the perfect opportunity for you, click the apply link now!!!

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