Workforce Planning Manager

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Workforce Planning Manager

Job title: Workforce Planning Manager
Contract type: Permanent
Industry: Call Centre Recruitment
Job expiry: 2021-10-01
Reference: 3320179
Contact name: Anastasia

Job description

You will be working for a not-for-profit organisation specialising in health insurance for the defence community, that has an energised, supportive culture and is committed to the wellbeing of its staff. There is a strong focus on staff engagement and this is shown by their recognition as an Employer of Choice for 3 years consecutively in the Australian Business Awards!

As the Workforce Planning Manager, you will be responsible for leading the workforce planning team, and working closely with management teams to deliver upon People, Business and Customer scorecard objectives. The role acquires demand, capacity, and capability planning as well as the rostering function for all business areas within Private Health Insurance Operations.

Your new role reports to the Member Delivery Manager and Head of Service Optimisation. The primary requirement of the role will be to ensure that all departmental service levels and objectives are achieved and maintaining member experience targets.

What's expected:
  • Strong tenure and experience in workforce planning roles within complex, multi-channel, multi-brand and multi-stakeholder environments.
  • 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 CRM databases and Telephony System Reporting.
  • 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 in health insurance or financial services would be highly regarded
In return:
  • Flexible and supportive working environment for work/life balance
  • St Kilda Road Location
  • Access to free health insurance post probationary 
  • Salary circa $125,000 + Super with Career advancement opportunities
  • A progressive, inclusive, and value-based culture where - Members are first, not shareholders, and they actively live and breathe their values of "Trust" "Respect" "Excellence" "Community" "Ownership"
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. APPLY FOR THIS JOB