Workforce Planner

About this role This is a 12 Month Fixed Term Contract. As a Workforce Planner, you'll make sure we have the right people, in the right place, at the right time to deliver great customer outcomes. You'll use data and forecasting to plan staffing needs, optimise rosters, and balance service levels, productivity and customer experience. Working closely with stakeholders, you'll provide workforce insights, support budgeting and planning, and recommend staffing solutions that help the business meet its goals. You'll also coordinate leave, training and other workforce activities to maximise resource utilisation and keep operations running smoothly. About you We're looking for someone with at least three years' experience in an omni-channel workforce planning environment and strong working knowledge of Automated Call Distribution (ACD) systems. Experience working with workforce management systems, forecasting and scheduling tools, AWS connect, Aspect, data warehousing solutions, reporting platforms, or contact centre technologies will be highly regarded. You’ll bring: Demonstratable knowledge of working with Workforce Management systems Strong proficiency in Microsoft Excel and data analysis Experience interpreting operational data to support planning and business decision-making Demonstratable knowledge of stakeholder management Effective organisational, prioritisation time management capabilities A continuous improvement mindset Relevant tertiary qualifications in Business, Analytics or a related discipline are desirable but not essential We know not everyone meets every requirement. If this role resonates with you and you have relevant experience, we'd love to hear from you. Who we are nib is a leader in private health insurance, disability support and health services, reshaping the industry through bold innovation, strategic disruption and trusted partnerships. We deliver great value health insurance and support services to protect, connect and empower you to access healthcare when and where you need. We have a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, helping members and travellers make more informed healthcare decisions and generally live healthier lives. Diversity, equity and inclusion We embrace a flexible working environment and welcome candidates who reflect the diversity of the communities in which we operate. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day. We encourage Aboriginal and Torres Strait Islander peoples, people living with disability, veterans, LGBTQIA+ as well as culturally diverse community members to apply for open roles. We’re committed to creating an accessible recruitment process and employment experience. If you require adjustments to our online application, recruitment, selection and/or assessment process, or would like this advertisement in an alternative format, please contact us at nibemployment @nib.com.au. Working at nib Our hybrid working model offers flexibility to work from home or our purpose-built office Hubs, designed for focus, connection, and collaboration. We’re committed to coming together with purpose. Other benefits to support you at work (and play) include: New starter benefit to help set up a functional home workspace 50% discount on employee health insurance + 35% off travel insurance Opportunity to give back with paid volunteering leave supported by the nib foundation Access to our nib Well Program and corporate fitness discounts The fine print All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work. Next steps: If successful, you will receive an email from Sapia.ai inviting you to complete an online, chat ‑ based assessment.