Share this Job

Senior Workforce Management Planner

Job Requisition Number:  8248
Date:  25-Jun-2022


About ahm
Simple, easy and affordable. That’s our mission for health insurance.

We take a straightforward approach to creating positive experiences for our customers. So, our people are straightforward too. We are people who care about delivery, we like disruptive ideas and challenging what is considered ‘normal’. We work flexibly, and look after our health and wellbeing – it helps us be at our best.
If you have passion for driving results, a strategic mindset, and a love of innovation, now is the time to join ahm. 


About the role

As the Senior Workforce Management Planner, you will be accountable for optimising the deployment of ahm’s contact centre workforce across Customer Channels (Phone & Messaging)

Managing a small team of WFM Planners and Administrators, and in collaboration with the broader operations and front line teams, you will guide and implement best practice WFM processes and standards with the aim of delivering a great customer experience for ahm members.


Reporting to the ahm Workforce Planning & Optimisation Lead, your remit will include providing accurate forecasts, efficient rosters, detailed planning, effective real time management, timely, actionable reporting, and analysis insights.


This will also include:

  • Resource and KPI delivery optimisation to ensure the right number of staff are scheduled to work at the right time to provide service quality and targets to meet requirements.
  • Report and communicate on emerging trends and anomalies. These include adherence, shrinkage, occupancy, performance, and productivity, staffing or service trends as they evolve and identify the causation relationships between these various metrics.
  • Build strong relationships with key stakeholders across the Contact Centre team to work collaboratively and deliver excellence in customer service and KPIs attainment
  • Ensure all tools and software, such as Aspect, Solidus and Genesys, are providing efficiencies and review processes for optimisation


This a permanent full time role and you can work from home or from one of our offices in Sydney, Wollongong, Melbourne or Brisbane. The team work to provide cover across the hours of 8.00am - 6.00pm Melbourne local time.


What you will bring:

You are inquisitive, curious, and a have a natural aptitude for continuous improvement. You thrive in an environment where optimising processes is part of the everyday and love to bring others on the journey.


You have a detailed understanding of Workforce and Service Level Planning methodology, expertise with WFM scheduling software with 4+ years’ experience managing an end to end WFM processes (Forecast, Schedule, Real Time, Reporting) for a contact centre with 150+ seats / agents


You will also have experience and demonstrated success in influencing outcomes, as well as coaching and supporting team members and have experience in producing reports and analysing data within a professional environment.


You have excellent communication and stakeholder management skills to engage effectively and relay information appropriately to your team and stakeholders.

Experience with Genesys Engage, Genesys Cloud, Nice WFM or similar WFM solution is advantageous.

What sets us apart from the rest?
•    Great work life balance - Monday to Friday office hours.
•    Flexible working options offered. 
•    Subsidised Health Insurance.
•    Access to 24/7 support lines to ensure the mental & physical wellbeing of you and your loved ones.

A career with us


We know that to make health insurance simpler for all Australians, we need everyone on board. We believe in developing Indigenous careers. And we work hard to create an accessible and inclusive workplace. You can find out more about Medibank’s Accessibility and Inclusion Plan here (no, that’s not a typo, Medibank is our big sister brand). If we call you to discuss the role, you'll also get the opportunity to chat about any adjustments you need.  Don’t worry, our approach to flexibility means virtual interviews won’t 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.


To start small and impact bigger.

Job Segment: Call Center, Cloud, HR, Manager, Customer Service, Technology, Human Resources, Management