Workforce Planner

About the Role

Join a vibrant team that plays a key role in driving business outcomes by leveraging data, insights, and strategic workforce decisions. As a Workforce Planner at HCF, you will be central to delivering outstanding member experiences by optimizing resources, managing real-time operational performance, and collaborating with leadership to ensure the right staffing levels at all times.

This is a permanent full-time position located in Parramatta with hybrid work options. The contact centre operates Monday to Friday from 8am to 8pm, and Saturday from 9am to 1pm, with variable work hours.

Key Responsibilities

• Oversee and control real-time contact centre performance to meet service level and operational objectives.
• Create and maintain efficient rosters and schedules spanning multiple teams and communication channels.
• Analyze trends related to performance, forecast variances, shrinkage, and resource usage, and recommend improvements.
• Manage unexpected absences, schedule modifications, and intraday staffing changes to maximize coverage.
• Produce precise workforce reports and insights to aid operational decision making.
• Foster strong relationships with leaders and stakeholders throughout the organisation.
• Identify and apply continuous improvement strategies to enhance efficiency, reporting, and workforce planning processes.
• Support workforce planning projects and assist with operational changes.

Candidate Profile

We seek individuals who are analytical, proactive, and highly organised, thriving in fast-moving environments and adept at translating data into actionable decisions.

• Experience in workforce planning, scheduling, or real-time analytics within a contact centre environment.
• Advanced analytical skills and proficiency in reporting, especially with Excel.
• Familiarity with workforce management and contact centre software, with preference for Genesys experience.
• Strong understanding of key metrics including service level management, forecast accuracy, adherence, occupancy, and workforce optimization.
• Excellent ability to manage stakeholders and communicate effectively.
• Detail-oriented with a strong commitment to accuracy in reporting.
• A mindset focused on continuous improvement and operational excellence.

Success Measures

• Meeting service level goals through efficient workforce management.
• Developing effective schedules that optimize workforce use.
• Delivering timely, accurate, and insightful workforce reports.
• Establishing trusted relationships with stakeholders.
• Driving ongoing improvements and increased efficiency in workforce planning.

About HCF

HCF has been prioritizing members' health since 1932 as Australia’s largest not-for-profit health fund, covering over 2 million members with various insurance products. Our mission is to simplify healthcare, make it affordable and member-centric while maintaining high quality.

Our core values—act with empathy, maintain integrity, pursue excellence, and collaborate—shape our culture and guide our strategy.

Culture and Benefits

We are driven by a shared purpose to make healthcare accessible and clear. We promote wellness and work-life balance with offerings such as:

• Flexible work arrangements
• 50% subsidy on hospital and extras coverage
• Family-friendly certification
• 18 weeks parental leave for all new parents
• Comprehensive mental health and wellbeing programs
• Discounts on HCF’s insurance products and partnered services like Fitness First gyms and eye care

We value diversity and inclusivity, fostering a safe and welcoming environment regardless of personal characteristics. We also invest in continuous learning and development, offering workshops and mentorship to support growth.

Additional Information

If you need accommodations during the application or onboarding process, please contact the Talent Acquisition team. Applications are reviewed promptly, and positions may be filled before the official closing date.