Job Category: Call Centre and Customer ServiceRemarkable people; remarkable career. Are you ready to rediscover remarkable and make a positive impact on people's lives? At GMHBA, every day brings an opportunity to empower and support communities to live well. Join us to be part of something meaningful and discover the remarkable benefits of working at GMHBA.In 2024 GMHBA celebrates 90 years of operations, having originally formed to provide healthcare to Geelong cement workers and growing to become one of Australia's largest regionally based health insurers. As a community-focused not-for-profit, we live and breathe exceptional care and are dedicated to making GMHBA a remarkable place to work. We value building connections, embrace individuality, and maintain a supportive, performing culture. GMHBA offers a flexible workplace, a community-focused culture, and a great regional lifestyle.Job DescriptionAbout the opportunity We are evolving our Private Health Insurance (PHI) team, with a new Member Experience team structure to design and deliver our organisational objectives, prioritise the needs of our members experience, and continue to foster a culture of engagement, innovation, and growth.We are seeking a dynamic and experienced Workforce Optimisation Manager. This is an exciting opportunity to lead and build our workforce planning and optimisation area working closely with leadership and teams to deliver on people, business objectives and member scorecard key metrics.You will report and work closely with the Head of Experience – Member Services to deliver and contribute to GMHBA's overall strategic plan and objectives.This is an exciting opportunity for a professional who is passionate about Workforce Optimisation. If you are a proactive, data-driven, problem solver with a proven track record of developing forecasting models, managing scheduling and rostering for a multi-channel, multi-disciplinary call centre, we would love to hear from you.The nature of this role requires a minimum presence of 3 office days, in our Geelong head office.Desired Skills and ExperienceAbout you Through your application, you will be able to showcase your experience in the following critical areas:Lead the forecasting of both short-term and long-term workforce needs, using data-driven insights to predict demand and ensure appropriate staffing levels across all customer channels.Oversee scheduling and rostering for all operational business areas, ensuring compliance with obligations under the GMHBA Enterprise Agreement.Identify and anticipate resource capacity across skills, channels, and capabilities, forecast resource availability and shortages against demand, and proactively conduct resource alignment to ensure appropriate staffing to achieve service level objectives in all teams.Develop effective real-time management procedures to ensure consistent service level delivery across all channels and teams within Operations.Maintain a complete view of initiatives expected to impact capacity and contact centre metrics such as volumes and average handle time.Partner with the Member Experience Manager, Member Sales and Retention Manager, and Experience Improvement Manager to coordinate scheduling and deliver operational efficiencies.Manage the delivery of overall reports, analysis, insights, and recommendations to ensure operational performance and budget KPIs are met.Champion all ACD routing and Workforce Management systems changes and enhancements.Consider employee experience and engagement in workforce strategy and initiatives.If you believe that you would be a great fit for our team, but don't quite tick all of the boxes, we encourage you to consider applying.Let's get started.Submit your application online today. Applications close Tuesday 10 December.If you have any questions about this position or the recruitment process, please reach out to the careers team at At GMHBA, we value a diverse and inclusive culture. We are committed to creating a workplace where every single person feels valued and can be their true, authentic selves. It allows us to be more reflective of our community, have a range of perspectives, and better support our customers, members, and patients. We encourage candidates with diverse backgrounds, experiences, perspectives, and beliefs to apply for this role.In submitting an application, you agree that you have read and accepted the terms and conditions of our recruitment privacy statement: gmhba.com.au/privacyPlease note, candidate screening and interviews may commence prior to the closing of the advertisement, so get your application in as soon as possible. #J-18808-Ljbffr