Workforce Planning & Optimisation Lead

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Workforce Planning & Optimisation Lead

Job title: Workforce Planning & Optimisation Lead
Contract type: Permanent
Industry: Management & Support
Job expiry: 2021-10-14
Reference: 3299741
Contact name: Anastasia

Job description

You will be working for the funky little sister of an iconic health fund that has set itself apart and cut out the complexity of choosing health insurance by keeping with the philosophy of simple, straightforward, and affordable. With a current following of more than 700,000 members and a company culture based on inclusion, fun, and passion they pride themselves in committing to the health and well-being of its staff.

As the Workforce Planning & Optimisation Lead, you will be responsible for leading the workforce planning team, collaborate with the Customer Channels Leadership teams and Customer Analytics team to deliver upon People, Business, and objectives. Your role will be required to guide the process of designing and delivering impactful omnichannel workforce management insights and analytics reporting, enabling effect forecasting, operational leadership, and the delivery of the corporate plan for the business.

Your new role reports to the Head of Customer Operations (Contact Centre). The primary requirement of the role will be an expectation to deliver an optimisation agenda that will ensure the business's workforce is utilised effectively and efficiently, driving productivity, and shaping the business to service bother current and future needs of its members.

What's expected:
  • Strong tenure and experience in workforce planning roles within complex, multi-channel, multi-brand, and multi-stakeholder environments.
  • Experience in leadership positions delivering workforce planning optimisation, report insights, and delivering quality frameworks
  • A demonstrated ability to thrive in a fast-paced dynamic complex environment, demonstrating confidence and strength of character to achieve positive solutions.
  • Proficiency in the use of information and communications technology to include Genesys, Aspect, and experience writing SQL.
  • Familiar with full service and low touch service models.
  • Strong analytical thinker with exceptional interpersonal skills.
  • Demonstrated analytical ability and judgment; able to see and solve problems holistically, sometimes with limited information - comfort and ability to manage ambiguity.
  • with the overall improvement of internal processes where necessary to increase efficiency
  • Strong focus on customer service delivery
  • Background knowledge in health insurance or financial services would be highly regarded
In return:
  • Flexible and supportive working environment for work/life balance
  • Located south of Sydney - Ability to work remotely however will need to have the flexibility to attend the office 
  • Salary circa $125,000 + Super + Bonus with Career advancement opportunities
  • A progressive, inclusive, and value-based culture.
If you would like to know more about this role contact Anastasia on 03 8637 4444 or anastasia@smaart.com.au or send your resume via the APPLY button.
Expired job