Join a dynamic team that influences business performance every day through data, insight and smart workforce decisions.
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 – peopleservices@hcf.com.au 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.
For over 90 years, our members have trusted us to protect their health and wellbeing, and in return we’ve provided quality cover and healthcare that’s right for them.
Because as Australia’s largest not-for-profit health fund, we believe in delivering our members a level of care that’s uncommon.
From humble beginnings in 1932, we’ve grown to become the nation’s largest not-for-profit health fund, helping to protect the health and wellbeing of over 1.8 million Australians with health, life, travel or pet insurance. And we remain constant to our not-for-profit charter, continuing to provide the highest standard of healthcare while returning more benefits to our members.
We’re also proud of our many industry firsts. Over the years, we’ve been at the forefront of healthcare innovation, from introducing the first multicover plan to “cover the gap” in extras services, to opening one of the first health fund operated dental centre networks and launching Australia’s first on-demand injury cover*.
Because we believe in making healthcare understandable, affordable and high quality for our members, they’re empowered to make informed decisions about their health.
Through the HCF Catalyst program, we continue to invest in the future of Australia’s health by supporting small businesses with big ideas, and fund researchers working to improve health outcomes for all Aussies through the HCF Research Foundation.
We’re also committed to investing in the health and wellbeing of our staff. At HCF, we value diversity, inclusion and equality in the workplace, and are dedicated to creating a working culture where staff can flourish. We believe that giving employees a safe, healthy and sustainable work environment is a priority.
* Issued by HCF Life. Consider the PDS and TMD at getflip.com.au.
