Workforce Planner

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

BE THE DIFFERENCE

At AIA we don’t simply believe in being ‘the best’. We believe in better – because there’s no limit to how far ‘better’ can take us. Everything we do is driven by our purpose to make a difference by helping people embrace Healthier, Longer, Better Lives. And every one of our people has an important role to play. If you want to make a difference by helping shape a healthier, better-protected Australia, read on.

Join a winning team

AIA Health is an award winning health insurance company that protects and rewards, rated #1 Best Health Insurance Provider 2022 -2025 by ProductReview.com.au. Our AIA Health members enjoy increased benefits, discounts and rewards through AIA Vitality, our science backed health and wellbeing program which supports members to make healthier lifestyle choices by rewarding healthy behaviours.

We have an opportunity for an experienced workforce planner with real time management experience in this newly created role within our Health contact centre.

To do this successfully you will:

• 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.

Successful applications will demonstrate:

• 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.

Why choose AIA:

At AIA, we’ve made a promise to help people live healthier, longer, better lives. And it starts with our own people.

• Career progression offered through internal pathway program
• On the job training and induction program
• Free membership to AIA Vitality health and wellbeing program
• Four additional recharge days per year in addition to annual leave
• Competitive salary + Bonus potential + Staff discounts
• Hybrid work – WFH 2 days per week
• Discounted parking available + public transport + amenities close by

At AIA Australia, we’re proud to help guide, support and protect the wellbeing of over 3.5 million Australians. As part of the AIA Group - the largest independent publicly listed pan-Asian life insurance group – it is our ambition to engage one billion people to live Healthier, Longer, Better Lives by 2030. Lots of companies like to say they’re different. What makes us truly different at AIA, is the difference we make in people’s lives.