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Workforce Planning and Optimisation Manager

Job Requisition Number:  4855
Date:  11-Feb-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.


About the role


The Workforce Planning & Optimisation Manager is accountable for maximising the operational agility and productivity of the frontline workforce for Medibank Customer Channels (Retail, Customer Connect & Messaging). Leading a team of workforce planning and dialler analysts, this role is the primary coordination point for managing the medium to long term workforce forecasting models for the business and leads the development and execution of the workflow management strategy across Customer Channels. 


Reporting to the Head of Channel Operations in this role you will be required to guide the process of designing and delivering impactful omnichannel workforce management insights and analytics reporting, enabling effective forecasting, operational leadership and the delivery of the Corporate plan for the business. The Workforce Planning and Optimisation Manager will also ensure all tools and software, such as Genesys and ENTO are providing efficiencies as per the desired business benefits and strategy.


By utilising your deep expertise in consumer and agent behaviour, workforce management best practices and related technology, this role will be expected to deliver an optimisation agenda that will ensure the Medibank workforce is utilised with consistently improving efficiency, shaping the business to service both current and future needs of our customers. 


Your key accountabilities will include:

  • Working collaboratively with the Customer Channels Leadership Team to deliver operational efficiencies and Corporate plan performance, and to develop and drive a short and long-term workforce planning strategy that achieves business objectives.
  • Direct accountability over identifying WFM improvement opportunities and driving best practice implementation, delivering an optimised workforce without negatively impacting the customer 
  • Developing a strong understanding of the commercial imperatives and business priorities for all customer channels and applying this knowledge to the WFM function.
  • Managing the delivery of overall reports and status updates to provide data driven analysis to maximise delivery of service levels to customers & members
  • Advising and upskilling the Customer channels leadership team on detailed trend analysis of call volumes, AHT, shrinkage, Grade of Service performance and other metrics
  • Maximising Retail store occupancy through improved rostering and other identified initiatives that replace the need for additional staff in the contact centre 
  • Implementing continuous improvement initiatives by analysing data and performing root cause analysis, identifying common process and procedure issues.
  • Leading a team to optimise the workforce management across the customer channels business and developing the team capability,
  • Leading cultural and behavioural change and implement change initiatives


What you bring


You demonstrate extensive experience in a leadership position delivering workforce planning optimisation, reporting insights and delivering quality frameworks. Strong stakeholder management experience and proven experience at building key relationships will be integral to your success, as will be your strategic thinking and excellent analytical and problem-solving skills. Knowledge and understanding of the health, finance, or insurance industry is desirable, however experience using the Genesys telephony platform and the associated real-time management system is essential.


A career with us


We like to keep things exciting and pride ourselves on a fun and inclusive environment. We’re also committed to supporting better accessibility for our customers and our people. If we call you to discuss this role, you’ll also get the opportunity to chat about any adjustments.


We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives.


To start small and impact bigger.

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