Scheduler and Real Time Specialist

Teachers Health Group; Sydney; Híbrido; AUD 90.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Attractive leave benefits

Hybrid working model

Subsidised private health insurance

Discounts on our products and services

Generous employee wellbeing program

Easily accessible by public transport

Descripción de la vacante

Teachers Health Group is seeking a Real Time Specialist on a six-month secondment to join our Membership Services team. You will monitor intraday performance, track adherence, and provide data-driven insights to improve member experience.

Working closely with Workforce Planning and Membership Services leaders, you will shape a new real-time capability, maintain dashboards, and support operational decision-making in a fast-paced environment.

Formación

• Experience or exposure to operational, workforce planning, scheduling or contact centre environments.
• Strong attention to detail and the ability to accurately monitor performance and respond to changing operational demands.
• Confidence working with data, reporting and dashboards to identify trends and support decision-making.
• Intermediate Excel skills, with experience using workforce management systems such as Genesys Cloud highly regarded.

Responsabilidades

• Monitor intraday performance across all service channels and implement real-time interventions to maintain service levels and productivity targets.
• Track adherence, availability and occupancy, taking corrective action where required.
• Compare actual performance against forecasts and schedules, identifying variances and communicating impacts and recommendations.
• Provide data-driven recommendations to leaders on resourcing, overtime, skill allocation and task prioritisation.
• Act as the key point of contact for real-time operational updates and performance insights.
• Maintain accurate reporting and dashboards to support operational decision-making.
• Partner with Workforce Planners, Schedulers and Membership Services leaders to drive continuous improvement initiatives.

Conocimientos

Experience in workforce planning or CC

Data-driven decision making

Stakeholder management

Attention to detail

Excellent communication

Herramientas

Excel

Genesys Cloud

Descripción del empleo

Real Time Specialist

Looking to broaden your experience and take the next step in your career? Membership Services is seeking a Real Time Specialist to join us in this six-month secondment opportunity.

This role is ideal for someone who is curious about workforce planning, enjoys working with data, and thrives in a fast-paced operational environment. Working closely with Membership Services leaders and the Workforce Planning team, you'll gain valuable exposure to intraday performance management while helping shape a new real-time capability that directly supports our member experience.

What we have to offer?

We at Teachers Health have a lot to offer,

• Attractive leave benefits
• Hybrid working model (flex your work/life balance)
• Subsidised private health insurance
• Discounts on our products and services
• Generous employee wellbeing program
• Easily accessible by public transport

Who are we?

Teachers Health was created by teachers for teachers over 70 years ago and is the only health fund exclusively for the education community. As a not-for-profit health fund, we exist for our members covering the lives of over 500,000 teachers, education staff & their families.

What will you do? / How will you help?

In this role, you will:

• Monitor intraday performance across all service channels and implement real-time interventions to maintain service levels and productivity targets.
• Track adherence, availability and occupancy, taking corrective action where required.
• Compare actual performance against forecasts and schedules, identifying variances and communicating impacts and recommendations.
• Provide data-driven recommendations to leaders on resourcing, overtime, skill allocation and task prioritisation.
• Act as the key point of contact for real-time operational updates and performance insights.
• Maintain accurate reporting and dashboards to support operational decision-making.
• Partner with Workforce Planners, Schedulers and Membership Services leaders to drive continuous improvement initiatives.

What do you need? / What are we looking for?

To be successful in this role, you will bring:

• Experience or exposure to operational, workforce planning, scheduling or contact centre environments.
• Strong attention to detail and the ability to accurately monitor performance and respond to changing operational demands.
• Confidence working with data, reporting and dashboards to identify trends and support decision-making.
• Intermediate Excel skills, with experience using workforce management systems such as Genesys Cloud highly regarded.
• Strong organisational skills and the ability to manage competing priorities in a fast-paced environment.
• Excellent communication and stakeholder management skills, with the confidence to work closely with leaders and team members.
• A proactive, collaborative mindset and a genuine willingness to learn and develop capability in workforce management and real-time operations.

Teachers Health values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+. Applicants can request an adjustment at any stage during the recruitment process by getting in touch with [e-mail]

The Diversity Council Australia has recognised our ongoing commitment to fostering an inclusive culture. We've consistently exceeded the Australian Workforce average in their Inclusion@Work Index and are thrilled to be named an inclusive employer once again for 2025-2026.