Workforce Planner

Medibank Private Limited; City of Melbourne; On-site; AUD 70,000 - 90,000; Full time

Job summary

A leading healthcare provider in Melbourne is seeking an experienced Workforce Planner to support workforce optimisation. This role involves forecasting and scheduling, ensuring that the staffing aligns with service demand. Ideal candidates will have experience in large Contact Centres and possess strong analytical and communication skills. This position promotes a diverse workplace and supports flexible working arrangements.

Benefits

Flexible working arrangements

Supportive workplace environment

Encouragement of diversity

Qualifications

• Experience in rostering and scheduling in complex omni-channel Contact Centres.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Manage end-to-end forecasting, scheduling and tactical optimisation for the workforce.
• Analyse staffing levels, absenteeism, and competency trends.
• Translate complex workforce data into meaningful insights.

Skills

Data interpretation

Communication skills

Attention to detail

Analytical skills

Tools

Asepct/Alvaria WFM

Job description

Your career in healthcare made personal

At Medibank we’ve recently unified our health services under one brand –Amplar Health.

With over 1000 employees, our nurses, GPs and other amazing allied health professionals our focus is on improving healthcare experiences and championing greater access, choice, and control for people in Australia when it comes to managing their health.

The Opportunity

Due to continued business growth we’re excited to offer this permanent position for an experienced Workforce Planner to join our team. This role plays a critical part in analysing, forecasting, planning workforce supply and demand and assessing gaps to support the Rostering and Service Delivery teams in ensuring that we have the right people - with the right skills in the right place at the right time.

This position is responsible for managing the end-to-end forecasting, scheduling and tactical optimisation for our workforce, to deliver a consistently and reliably safe and efficient service in the contacts of contractual commitment.

Day to day this role will see you

• Have a key focus of daily rostering and schedule management. Review schedule coverage to identify and resolve overstaffing or understaffing issues.
• Generate highly accurate forecasts for service/call volume demand, average handling time/ End to End serving time, attrition and staffing requirements ranging from short (1 -60 days) to long term (12 – 24 months) resource plans.
• Monitor and analyse attrition trends to inform recruitment activity.
• Continuously analyse absenteeism, utilisation, and competency trends to refine workforce assumptions.
• Build plausible scenarios to provide strategic optionality to the business.
• Translate complex workforce data into meaningful insights, using advanced data visualisation techniques.
• Design workforce analytics that support the optimisation of staffing levels, addresses workforce challenges, facilitates staff mobility and support business decision making.
• Take time out to recharge – you might hit the pavement for a walking meeting with a colleague, pop out to a lunchtime gym class or take a mid morning meditation break.

What do we need from you?

First and foremost, you’ll need to have solid demonstrated experience in rostering and scheduling developed in large, complex omni‑channel Contact Centres (ideally within the healthcare industry). Experience in Asepct/Alvaria WFM will be highly regarded, though is not essential.

You’ll be able to read and interpret data and anticipate trends. You will have the confidence and credibility to provide advice to stakeholders, so its essential that you have excellent communication skills. You’ll be managing multiple pieces of work and working at a fast pace, so need to be able to maintain strong attention to detail at all times.

Learn more about Amplar Health https://amplarhealth.com.au

Be Yourself. Belong Here

We’re committed to a workplace where everyone feels safe, supported, and free to be themselves. By embracing diverse perspectives, we challenge the status quo and uncover better ideas. You can confidently bring your whole self—because your unique voice is what makes us stronger.
We welcome and encourage applications from people of all backgrounds, identities and lived experiences, including Aboriginal and Torres Strait Islander peoples, people from culturally and linguistically diverse backgrounds, LGBTQIA+ communities, people with disability, neurodivergent people, and carers.
Our employee networks create space for connection, advocacy and allyship. We offer flexible ways of working to support inclusion, accessibility and wellbeing.

Amplar Health strongly encourages employees to be immunised against serious diseases. Dependent on your role, you may be asked to declare your vaccination status and/or provide evidence.