WFP Platform Specialist

Auto & General; North Lakes; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Bonuses & perks

Volunteer days

Paid ME day

Paid parental leave

Learning & development

Wellbeing & mental-health support

On-site events & celebrations

Job summary

Auto & General is seeking a WFP Platform Specialist to administer Genesys WFP and Intradiem, ensuring optimal performance and payroll data accuracy for frontline staff. You will troubleshoot complex issues, integrate platforms with other systems, and maintain documentation.

You will support payroll processes, collaborate with Payroll/HR/Operations, and help shape the WFP technology roadmap while ensuring compliance with policy requirements.

Qualifications

• Proven specialist or administrator experience with Workforce Management (WFM) software.
• Strong technical aptitude for configuring, troubleshooting, and optimising WFM systems.
• Demonstrated experience with payroll processes and data facilitation, ideally within a high-volume contact centre environment.
• Solid understanding of contact centre operations and workforce planning principles.
• Proficiency in data analysis and reporting.
• Excellent problem-solving skills, meticulous attention to detail, and ability to manage multiple priorities autonomously.
• Strong communication and collaboration skills.

Responsibilities

• Administer, configure, and maintain Genesys WFP and Intradiem platforms, ensuring optimal performance and stability.
• Provide expert operational and technical support for WFP technology users, including troubleshooting complex issues and liaising with vendors.
• Monitor platform usage, performance, and data integrity, implementing solutions for continuous improvement.
• Support the design, development, and maintenance of integrations between WFP platforms and other business systems.
• Develop and maintain comprehensive platform documentation, user guides, and training materials.
• Contribute to WFP technology roadmap initiatives and identify opportunities to leverage platform capabilities for improved operating practices and efficiency.
• Ensure WFP platform configurations and usage comply with all relevant legislative, regulatory, and internal policy requirements.
• Facilitate the accurate and timely processing of payroll-related data for frontline employees, utilising WFP system outputs.
• Collaborate with Payroll, HR, and Operations teams to reconcile discrepancies and resolve payroll queries for frontline staff.
• Maintain up-to-date knowledge of relevant payroll policies, awards, and enterprise agreements to ensure compliance.
• Generate and review payroll reports, ensuring data validation and accuracy prior to submission.

Skills

WFM software expertise

WFM configuration & troubleshooting

Payroll data facilitation

Contact centre operations knowledge

Data analysis & reporting

Problem solving & multi-priority

Communication & collaboration

Tools

Genesys WFP

Intradiem

Job description

The role
The WFP Platform Specialist is a key member of the Workforce Planning team, responsible for the operational support, optimisation, and administration of our core Workforce Planning technologies, Genesys WFP and Intradiem.

This role ensures the effective functionality and utilisation of these platforms from a WFP perspective, and plays a critical role in facilitating accurate and timely payroll processes for our frontline employees, ensuring compliance and efficiency.

What you’ll be doing
WFP Platform Management:

• Administer, configure, and maintain Genesys WFP and Intradiem platforms, ensuring optimal performance and stability.
• Provide expert operational and technical support for WFP technology users, including troubleshooting complex issues and liaising with vendors.
• Monitor platform usage, performance, and data integrity, implementing solutions for continuous improvement.
• Support the design, development, and maintenance of integrations between WFP platforms and other business systems.
• Develop and maintain comprehensive platform documentation, user guides, and training materials.
• Contribute to WFP technology roadmap initiatives and identify opportunities to leverage platform capabilities for improved operating practices and efficiency.
• Ensure WFP platform configurations and usage comply with all relevant legislative, regulatory, and internal policy requirements.

Payroll Facilitation:

• Facilitate the accurate and timely processing of payroll-related data for frontline employees, utilising WFP system outputs.
• Collaborate with Payroll, HR, and Operations teams to reconcile discrepancies and resolve payroll queries for frontline staff.
• Maintain up-to-date knowledge of relevant payroll policies, awards, and enterprise agreements to ensure compliance.
• Generate and review payroll reports, ensuring data validation and accuracy prior to submission.

What experience you’ll bring

• Proven specialist or administrator experience with Workforce Management (WFM) software.
• Strong technical aptitude for configuring, troubleshooting, and optimising WFM systems.
• Demonstrated experience with payroll processes and data facilitation, ideally within a high-volume contact centre environment.
• Solid understanding of contact centre operations and workforce planning principles.
• Proficiency in data analysis and reporting.
• Excellent problem-solving skills, meticulous attention to detail, and ability to manage multiple priorities autonomously.
• Strong communication and collaboration skills.

The benefits of working at A&G

• Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
• Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
• Grow with us - we’ve got learning and professional development opportunities to suit everyone.
• Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
• Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
• Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
• Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
• Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

About us

Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer!

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.