Workforce Planning Lead – 1800RESPECT
Telstra Health is proud to work collaboratively with the Australian Government and specialist partners in preparation for the delivery of 1800RESPECT from 1 July 2022, as the national front door for people experiencing, or at risk of experiencing, domestic, family and sexual violence (DFSV) and workplace sexual harassment (WSH).
Vision: to achieve a significant reduction across the Australian community in the prevalence and impacts of domestic, family and sexual violence, including workplace sexual harassment - by improving first response processes, national sector integration, service reach and responsiveness to diverse groups; by strengthening community engagement; and by continuous enhancement of staff skills and technology.
Mission: to deliver a free, 24 hours per day, 7 days per week national service that provides information, counselling support and referrals to people experiencing, or at risk of, domestic, family and sexual violence, including workplace sexual harassment.
Purpose: to provide an accessible, high quality, clinically-informed and evidence-based service that meets the diverse needs and complex considerations of individuals seeking support.
About the role
This role leads all aspects of workforce planning, developing operational best practice and strategic future focussed resource planning. With a focus on efficiency, resource optimisation and continuous improvement, this role ensures optimal resources are available to meet demand for the service and exceed service standards.
Help us achieve a sustained reduction across the Australian community in the prevalence and impacts of Domestic, Family & Sexual Violence (DFSV) through:
· Development of capacity and demand strategies to inform long term workforce plans, and day to day rostering including real time analytics and monitoring
· Provision of workforce modelling data and information to support ongoing contract management and performance reporting processes
· Working with clinical and commercial leadership to ensure that the workforce plans and rosters balance quality and safety of the service, meets performance targets and contractual obligations set by the client and is commercially sustainable.
· Management of gaps and issues in resource plans, and development of innovative approaches to overcome those gaps
· Continuous improvement of operations through effective workforce planning
· Providing reporting and analysis to inform management decision making, as it relates to workforce planning
· Maintaining sound knowledge of industry workforce planning and contact centre developments, including worldwide best practice and new process/ system developments
· Leading the workforce planning team in their approach to workforce planning
· Working with other leads in the 1800RESPECT team to develop staffing strategies
· Managing the delivery of accurate and timely forecasts, both short and long term
· Ensuring that work schedules are fair, functional and flexible to provide maximum support to professional front line staff in highly challenging roles
· Working with commercial and contract leads to formulate staffing strategies and budgeting goals
· Working with the Reporting team to Analyse performance, providing recommendations for improvement to Senior Leaders
· Maintaining and improving relevant workforce planning related processes required to facilitate forecasting, rostering, scheduling, payroll, reporting and other
About you
· Experience leading WFM Teams within a Contact Centre environment is essential
· Experience in a telehealth setting, or working with a cohort of clinicians
· Ability to motivate and coach a team towards achieving performance targets
· Excellent written and verbal communication skills, and the ability to work with a wide variety of stakeholders
· Experience with delivering all aspects of the WFM function including real time analytics
· A high level of business acumen, including ability to understand drivers of budgets or financial statements
· Genesys telephony and Verint WFM experience highly regarded
· Experience working in virtual/work from home environments
· Similar social services experience
Additional requirements:
· Qualifications in Business, Commerce, or Project Management will be highly regarded
· Qualifications or equivalent skill in Business Analysis, Data Analytics, or Reporting and Analytics are desired
What you’ll get from us:
· Training and professional development
· Support and supervision to complement your own resilience and self-care skills
· 25% discount on Telstra services including home broadband and post-paid mobiles
· Free 24/7 professional and confidential support for you and your family
· Employee rewards program that includes discounts on shopping, gym memberships, movie tickets, health insurance and more
· A supportive and inclusive working environment where you can bring your whole self to work
· Flexible work including the ability to work from home with all equipment provided
· Multiple leave options including paid parental, family and domestic violence leave, cultural, volunteer, study and pandemic leave, as well as the option to purchase additional leave.
We encourage people from all backgrounds, and across Australia to apply for roles in the delivery of this service.
To ensure the safety and well-being of our people and customers, this role will require the successful candidate to be vaccinated against Covid-19. However, please speak to us if you have any questions about this based on your individual circumstances.
We are a Circle Back Initiative Employer. We commit to respond to every applicant, and you will hear back from us soon.