About the role Reporting to the Head of Service Experience and Delivery, the Operations Planning Manager is a senior, future‑focused role responsible for workforce planning and operational readiness across all Contact Centre functions, including Sales, Claims and Member Services. This role plays a critical part in ensuring the right mix of capacity, capability and skills are in place to consistently meet service outcomes in a complex and regulated environment. You will lead medium‑ and long‑term forecasting, workforce modelling and scenario planning, considering seasonal demand, premium cycles, regulatory and product change, marketing activity and the unique dynamics of the Private Health Insurance market. As the central triage point for all initiatives impacting frontline operations, you will assess operational impacts, prioritise change, and integrate initiatives into a cohesive and transparent workforce plan. Through strong cross‑functional partnerships and deep operational insight, you will enable peak‑period readiness, sustained performance, and an exceptional member experience. In addition, this role owns the end‑to‑end workforce management ecosystem, including forecasting, capacity planning, scheduling and real‑time performance, ensuring planning and execution operate as a single, effective operating model.Strong analytical and communication capability is essential, with accountability for translating complex workforce data into clear insights, reporting and recommendations for operational leaders and senior stakeholders. Key accountabilities Lead medium and long‑term workforce planning, forecasting and capacity modelling across Sales, Claims and Member Services. Own operational readiness and act as the central triage point for all initiatives impacting Contact Centre operations. Oversee alignment between workforce planning, scheduling and real‑time performance to protect service outcomes. Build proactive capacity and availability plans that balance demand, risk, regulatory obligations, cost efficiency and team wellbeing. Partner cross‑functionally with Operations, Transformation, IT, Marketing and Enablement to integrate change and future demand into workforce plans. Deliver clear, data‑driven insights, reporting and recommendations to operational leaders and senior stakeholders. Drive continuous improvement across workforce planning, forecasting accuracy, operational effectiveness and governance, including risk and control management. Skills and experience required: Tertiary qualification in Business, Operations, Mathematics/Statistics or a related discipline (or equivalent experience). 5 years’ experience in Contact Centre operations and workforce management across Sales, Service and Claims. Proven success in fast‑paced, multi‑queue, omnichannel environments. Advanced capability in forecasting, scheduling, shrinkage management and intraday optimisation across voice, digital and back‑office workflows. Strong understanding of service‑level frameworks and performance guardrails (SLA, ASA, occupancy, adherence). Confident operational decision‑maker, able to reprioritise queues, adjust skilling and deploy overtime or shift changes. Strong stakeholder management and communication skills, with the ability to clearly articulate risks, assumptions and dependencies. Highly data‑literate, with experience translating complex data into insights, dashboards and recommendations. Demonstrated ownership of workforce planning systems end‑to‑end, beyond analysis or scheduling execution. Preferred experience Background in Private Health Insurance or other regulated industries. Certifications in Workforce Management, Lean/Continuous Improvement or Agile delivery. Workforce Engagement Management (WEM) experience, including quality, coaching, performance analytics, learning and engagement tools. Exposure to structured readiness and release management processes. Familiarity with NICE CXone or comparable WEM/WFM platforms. Experience producing executive‑level insights and reporting that influence operational and strategic decisions. About the company Doctors’ Health Fund is a leading provider of private health insurance exclusively for the medical community across Australia. As part of the Avant Mutual Group, we proudly support over 70,000 healthcare professionals, students, and their families. Our commitment to members is at the heart of everything we do - driven by our values, mission, and people-first culture. Join an organisation with purpose, one that genuinely exists to support its members and improve healthcare in Australia. You'll work with committed, passionate colleagues in an environment that values both rigour and collaboration. For further information, please contact Sue Allen, Talent Acquisition Business Partner on 0429 404 856.
