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Workforce Planner

Job Requisition Number:  4043

VIC, AU NSW, AU Sydney, NSW, AU, 2000

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.

As a Workforce Planner within Medibank Health Solutions,  you will be responsible for forecasting, capacity planning, scheduling and real time management of operational performance.


The Opportunity

We currently have two opportunities available; one permanent focused on the outbound calls and a six month contract focused on the inbound. Those positions are integral in the scoping, design, delivery and ongoing maintenance of all workforce management tools, modelling, outputs and deliverables for face to face and outbound programs of work within our Healthcare business.


You will be the first point of contact for operational teams with regards to WFM tools (WFM, RTA, Empower), outputs and telephony


Reporting to the Workforce Planning Manager, it's preferable for this role to be based in Melbourne. 


Key responsibilities will include:


  • Forecasting & Planning: Produce highly accurate forecasts for key planning inputs including call demand, contact rates, AHT, attrition, and staffing requirements ranging from short (30-60 days) to long term (rolling 12 months) 
  • Report and communicate on emerging trends and anomalies such as adherence, shrinkage, occupancy, performance and productivity, shrinkage and other staffing or service trends.
  • Focus on continuous improvement by proactively and regularly provide analysis of impacts, recognise business trends and identify key areas requiring attention
  • Build key relationships across relevant stakeholders and leadership to work collaboratively and deliver excellence in customer service.


About You


To be successful in this role, you will:


  • Be qualified with a relevant degree
  • Have a detailed understanding of Workforce Planning methodology
  • Have a strong expertise in WFP scheduling software and working knowledge of outbound modelling and dialler administration Previous experience with Aspect Ewfm is preferred.
  • Have previous experience in a similar healthcare industry (ideally)
  • Have a minimum of 6+ years previous experience in a complex and large scale omni-channel workforce planning environment
  • Demonstrate excellent verbal and written communication skills
  • Have experience in Salesforce


A career with us


With flexible working options, our people have choice in how and where they work. 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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