Workforce Management jobs in Sydney NSW

Location: Hybrid Sydney | Type: Permanent

About the Role

As Workforce Planner, you will play a critical role in ensuring Member Engagement is optimally resourced to deliver outstanding service to our members - at the right time, with the right people - across both the Service and Billing & Administration teams, while meeting its operational performance targets.
This role also acts as the subject matter expert and trusted partner for workforce planning across other operational teams within the Medical Indemnity business. This role owns the end-to-end workforce planning cycle - from long-term strategic forecasting and input into annual budget planning through to day-to-day scheduling and real-time operational support. It is also responsible for designing and delivering reporting, dashboards, data and insights that drive operational performance and informed decision-making across the business.
This is a highly proactive, hands-on, data-driven role that sits within the Member Engagement Leadership Team, reporting to the Head of Digital Service and Delivery. It operates with a high degree of autonomy and influence, partnering closely with team leaders and senior stakeholders across Member Engagement and Medical Indemnity.

Key Accountabilities

Strategic Planning & Forecasting

• Establish, own and continuously improve workforce planning governance across Member Engagement and other operational teams within Medical Indemnity, including planning standards, forecasting methodologies, and underlying assumptions
• Develop and maintain long-term workforce forecasts to underpin annual budget planning and headcount modelling, presenting findings and recommendations directly to senior leadership
• Build and refine resource plans that translate volume and demand forecasts into FTE requirements, factoring in growth targets, attrition, and business change - owning assumptions, methodology and outcomes end-to-end
• Act as a strategic partner to Member Engagement and Medical Indemnity senior leadership in shaping and informing budget submissions
• Proactively identify trends, risks and opportunities in workforce data, translating complex analysis into clear, actionable recommendations for senior stakeholders

Short Term Forecasting & Scheduling

• Produce accurate short-term forecasts across all contact channels and work queues, ensuring staff are aligned to anticipated demand
• Design and publish optimised schedules that strike the right balance between member service level targets, team wellbeing and operational efficiency
• Manage schedule adherence and proactively address emerging gaps through intraday planning and dynamic resource allocation
• Maintain and update WFM system data including skills matrices, shift patterns and leave management to ensure data integrity

Real-time Monitoring

• Partner with the Real-Time Analyst to monitor queue performance and agent activity in real time across all channels and work types - both service and administration
• Identify and respond to intraday deviations from forecast, escalating issues and coordinating responses with the Member Engagement Leadership Team as required
• Provide clear, timely visibility of risks, trade-offs and performance gaps to enable confident, informed decision-making across leadership

Systems, Reporting, Data & Insights

• Serve as the telephony and CX platform SME and primary internal contact within Member Engagement, leading enhancements and system changes in partnership with the Business Systems team and external vendors
• Design and deliver regular workforce reporting across key metrics including service levels, occupancy, shrinkage, AHT and adherence
• Partner with the Data team to ensure performance dashboards and reporting are robust, accessible and actively used to monitor and drive centre, team and individual agent performance
• Develop ad hoc analysis and insights to support business cases, change initiatives and strategic decisions across the broader Medical Indemnity business

Key Capabilities Required (Qualifications, Experience and Skills)

• 7+ years of experience in a Workforce Planning, WFM Analyst or senior operational planning role within a contact centre or operational environment, ideally including exposure to multi-team or enterprise-wide planning. Candidates with less experience but a demonstrated track record of operating at this level of complexity and autonomy will be considered.
• Demonstrated experience across the full WFM lifecycle - forecasting, capacity planning, scheduling, real- time management and reporting - with the ability to operate as a sole practitioner
• Proficiency with workforce management platforms (e.g. NICE, Genesys), contact centre/customer engagement platforms, and CRM systems
• Strong analytical skills with advanced Excel capability; demonstrated experience with BI tools (e.g. Power BI) highly regarded
• Excellent communication and stakeholder engagement skills, with the ability to translate complex data into clear insights for non-technical audiences
• Tertiary qualification in a relevant discipline (Business, Statistics, Mathematics) preferred but not essential

Equal Opportunity Employer
Avant supports doctors so they can serve Australia's diverse communities. Having diversity in our workforce brings valuable perspectives and strengthens our ability to support healthcare professionals.
We therefore welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA+ individuals, people with disabilities, and those with caring responsibilities.
Our inclusive workplace is somewhere everyone can succeed.
Ready to join us? If you're passionate about supporting Australia's healthcare professionals, we'd love to hear from you. If you require any adjustments during the recruitment process, please don't hesitate to contact us at careers@avant.org.au