About the Role
At HCF, Workforce Planning is at the heart of delivering exceptional member experiences. As a Workforce Planner, you'll optimise resources, manage real-time performance, deliver actionable insights, and partner with leaders to ensure we have the right people in the right place at the right time.
This is a permanent, full-time opportunity based in Parramatta with hybrid working available. The Contact Centre operational hours are Monday to Friday 8am to 8pm and Saturday 9am to 1pm. The hours of work will vary.
What You'll Do
• Monitor and manage real-time contact centre performance to achieve service level and operational targets
• Develop and maintain efficient rosters and schedules across multiple teams and channels
• Analyse performance trends, forecast variances, shrinkage and resource utilisation, providing recommendations to improve outcomes
• Manage unplanned leave, schedule changes and intraday staffing adjustments to optimise coverage
• Produce accurate workforce reports and insights to support operational decision-making
• Build strong relationships with leaders and stakeholders across the business
• Identify and implement continuous improvement initiatives that enhance efficiency, reporting and workforce planning processes
• Support workforce planning projects and operational change initiatives.
About You
You are analytical, proactive, and highly organised. You thrive in a fast-paced environment and enjoys turning data into decisions.
You will have:
• Workforce Planning, Scheduling or Real-Time Analyst experience within a contact centre
• Strong analytical and reporting skills with advanced Excel capability.
• Experience using workforce management and contact centre platforms (Genesys highly regarded)
• Strong understanding of service level management, forecast accuracy, adherence, occupancy and workforce optimisation
• Excellent stakeholder management and communication skills
• High attention to detail and a commitment to reporting accuracy
• A continuous improvement mindset and passion for driving operational excellence.
Success in This Role
You'll be successful when you:
• Achieve service level targets through effective workforce management.
• Deliver efficient schedules that optimise workforce utilisation.
• Provide accurate, timely and insightful reporting.
• Build trusted stakeholder relationships.
• Drive continuous improvement and operational efficiency across the workforce planning function.
About HCF
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
Flexible working arrangements
50% subsidy on HCF hospital and/or extras cover
Family-friendly certified employer
18 weeks of parental leave for all new parents
Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – [email protected] to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
