JOIN US AND LET’S MAKE A BIGGER DIFFERENCE TOGETHER.

Established in 1840, we’re Australia’s first member-owned wellbeing company. Today we have over $1 billion in revenue and provide smart solutions and services to more than 700,000 Australians. We employ over 7000 people and our purpose is to Help People to Thrive.
It’s an exciting time to be joining Australian Unity – we have grown significantly over recent years and are transforming to capitalise on further growth opportunities to help our customers and employees thrive. We operate with commercial principles and with a strong social purpose to create community value. Australian Unity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

ACCOUNTABILITIES INCLUDE:

• Analyze historical data, trends, and business drivers to forecast inbound volumes across all channels.
• Adjust forecasts based on known business changes, seasonality, and events (e.g. campaigns, outages).
• Develop short and long-term workforce plans that align resourcing with forecasted demand.
• Model multiple staffing scenarios to support operational planning and peak readiness.
• Build and maintain efficient agent schedules that maximize coverage and meet service level goals.
• Incorporate agent availability, skills, leave, and training into scheduling decisions.
• Maintain accuracy of data in workforce management systems (e.g. agent skills, availability, leave balances)
• Ensure all changes and updates are logged and reflect current operational needs.
• Engage with Team Leaders and Real-Time Analysts to align schedules and staffing with daily priorities.
• Generate insights from data analysis to inform decision-making and optimize resource allocation.
• Contribute to data-driven insights and recommendations to business initiatives and strategic planning

• Previous experience in a similar or equivalent role
• Demonstrated experience using technology and systems to build resource plans and contact strategies
• Demonstrated experience collaborating with stakeholders to support growth and sales initiatives and increase conversion.
• Proficiency embedding and using CRM and telephony systems