Hybrid Workforce Planner: Real-Time WFM & Analytics

aia; City of Melbourne; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work – WFH 2 days per week

Vitality health program membership

Recharge days

Job summary

AIA Health is seeking an experienced Workforce Planner to support the Member Experience function in Melbourne. You will provide real-time management, scheduling, and analytics to optimise staffing and service levels in a hybrid contact centre environment.

You will drive data-led decisions, build short to long-term forecasts, and partner with operational leaders to align resources with customer demand while improving employee experience and outcomes.

Qualifications

• Experience in a Workforce Planning, Workforce Management, Resource Planning, Performance Analytics or similar role within a contact centre environment.
• Demonstrated experience in workforce forecasting, capacity planning, scheduling and real-time management (RTM).
• Advanced knowledge and hands-on experience with Genesys Cloud, including Workforce Management (WFM) functionality and end-user experiences.
• Experience managing workforce planning activities across multiple channels and functions, including Contact Centre and Administration teams.
• Proven ability to develop and maintain short, medium and long-term forecasting models and workforce plans.
• Experience producing operational reporting, performance analysis and business insights to support decision-making.

Responsibilities

• Provide workforce planning, scheduling, real-time management, reporting and performance insight support to the Member Experience function, ensuring resources are effectively aligned to meet service standards, business objectives and customer expectations.
• Drive workforce management methodologies, operational planning and data-driven decision-making that enhance business performance, customer outcomes and employee experience
• Partner with operational leaders and key stakeholders to develop and implement workforce and resource plans that optimise Contact Centre and Administration performance, maintain appropriate service levels and support future business demand.
• Lead the reporting, performance insights and forward workforce planning activities for the Member Experience team, driving data-led decision-making through workforce management methodologies, operational analysis and technology optimisation.
• Identify opportunities to improve service delivery, workforce effectiveness, customer outcomes and employee engagement through continuous improvement initiatives.

Skills

Workforce planning

Forecasting & RTM

Genesys Cloud WFM

Multi-channel planning

Forecasting models

Operational analytics

Tools

Genesys Cloud

Job description

AIA Health is seeking an experienced Workforce Planner to support the Member Experience function in Melbourne. You will provide real-time management, scheduling, and analytics to optimise staffing and service levels in a hybrid contact centre environment.

You will drive data-led decisions, build short to long-term forecasts, and partner with operational leaders to align resources with customer demand while improving employee experience and outcomes.