We are seeking a dedicated Workforce Planning Specialist to join our dynamic Workforce Optimisation Team. This is a permanent full-time role working from home.
In this role, 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 will include: 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.About You 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 (IVR, Contact Centre, WFM), strong attention to detail, and knowledge with key data metrics for contact centre environments and channels.
Other key skills we are looking for:
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.If this sounds like the role for you, then click apply now!
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+ individuals.
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