Join the HCF Contact Centre Operations team in this dynamic role as a Workforce Planner. About the Role This Workforce Planner role will see you effectively manage the operational intra-day performance to ensure business objectives and best practices are met. As the Workforce Planner you will be responsible for maintaining reporting systems and monitoring operational benchmarks against targets. In addition, you will implement and support ongoing improvements to operational efficiency using contact centre technology, reporting and analysis. You will report to the Workforce Planning Manager. This is a full time, permanent role, based at Parramatta with hybrid working available. The Contact Centre operational hours are Monday to Friday 8am to 8pm and Saturday 9am to 1pm. Your hours of work will typically be Monday to Friday, with potential to work on Saturdays during peak periods. To be successful in this role, you will display exceptional time management skills and be comfortable working to strict targets and deadlines. You will be a team player and will thrive working in a fast paced and dynamic environment. Your responsibilities will include: • Assist in developing short and long-term forecasts using historical data and business inputs • Conduct root-cause analysis to determine reasons for forecast variance, and recommend changes to recover intra-day performance • Build and maintain staff schedules aligned with service level goals and employee availability • Monitor real-time performance, identify variances, and escalate issues as needed • Generate and distribute reports on staffing, adherence, and performance metrics • Collaborate with claims leaders to understand staffing needs and communicate schedule changes • Use WFM tools (including Genesys) to manage schedules, exceptions, and data accuracy • Ensure the staffing rosters take into consideration Enterprise Agreement provisions, other employee conditions and entitlements • Prepare and maintain all rosters on the automated rostering system, Genesys • Ensure compliance to all company and industry guidelines • Set new staff up on contact centre systems • Participate in projects as required. About You You will have previous workforce planning experience within a contact centre, strong data analytical skills, and experience with reporting, forecasting and scheduling. You are positive, reliable, punctual and proactive with a desire to make a difference. To be successful in this role, you will need to demonstrate the following skills: • Minimum two years’ experience in workforce management, including forecasting and scheduling of a multi-channel contact centre environment • Proficiency with WFM tools such as Genesys • A solid understanding of forecasting, scheduling, or real-time monitoring • Strong communication skills to build relationships with leaders and teams • Ability to work independently and contribute to the development of new processes • Advanced skills in Microsoft Excel, essential • Experience with Tableau and Microsoft Office suite, desirable • Exceptional analytical, problem-solving, and organisational skills • Ability to negotiate and liaise at all levels • Excellent written and verbal communication skills • Ability to work under pressure with competing priorities. About HCF At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric. We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together. Culture & Benefits Purpose-driven passion We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused. Wellness and work-life balance We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include: 50% subsidy on HCF hospital and/or extras cover 18 weeks of parental leave for all new parents Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products. Collaboration and inclusivity We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status. Continuous learning and growth We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity. Next steps If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss. We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
