Workforce Planning Manager

at  Auto General Insurance

ABOUT US

Auto & General (A&G) is the fastest growing major Motor and Home insurer in Australia. We provide insurance products and solutions to safeguard a brighter future for our customers, delivered through our multi award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas and Virgin Money.
Our range of general insurance products protect customer’s most valued possessions on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.
Our culture of ‘high performance with high integrity’ underpins our values and the way we interact with our customers, the community and each other. We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.

POSITION ACCOUNTABILITIES

• Lead and develop the Workforce Planning Team to support our contact centres to achieve industry leading Contact Centre performance
• Clear understanding of functional and companywide business requirements (current & future) & service drivers to provide a systemic, structured approach to Workforce Planning
• Introduce & manage Company Wide Workforce Planning Best Practice & Procedures
• Provide strong stakeholder management/consultancy skills, to optimize customer service delivery across all Contact Centre mediums
• Contribute to the resourcing / skill set requirements for all Contact Centre teams / departments, including annual financial planning
• Develop an effective staff engagement performance management model within the Workforce Planning Team
• Lead technical development & implementation requirements with business users, HR & IT for new telephony / reporting softwareDevelop targeted analysis of current service provisions, ensuring that suggestions for process improvement / service delivery are linked to both optimized scheduling & planning & staff engagement

KNOWLEDGE AND EXPERIENCE:

• Working knowledge & understanding of Contact Centre environments and Workforce Planning methodologies essential
• Strong leadership skills & management experience with the ability to manage and influence stakeholder relationships
• Demonstratable experience in data management, analysis, and resource planning with an exceptional understanding of customer service trends
• An ability to initiate, develop, analyse and present business focused reports and presentations to senior leadersDemonstrated understanding of the legislative, regulatory and compliance obligations to operate in the FSR environment

OUR PERKS

• Location – Our Kawana site is conveniently located in a beautiful location overlooking Lake Kawana
• Extra leave - Enjoy additional leave days on us! You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year
• Paid parental leave - We support our new parents with paid parental leave and other benefits
• Workplace giving - If you’re passionate about a cause, then we are too – we offer workplace giving and we’ll dollar match your donations to registered charities
• Development opportunities - We’re championing your development with internal programs and access to a wide range of online courses
• Employee discounts - You’ll receive discounts on Budget Direct insurance products.
• Reward and recognition - We reward high performance with employee recognition, reward and incentive schemes
• Onsite facilities – There are excellent end-of-trip facilities on offer and private spaces for nursing mothers
• Get social - Join our vibrant social and community activities including annual celebrations, family fun days and regular events across each of our sites
  If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

POSITION ACCOUNTABILITIES

• Lead and develop the Workforce Planning Team to support Sales & Service and Claims & Assessing departments to achieve industry leading Contact Centre performance.
• Clear, granular understanding of functional and companywide business requirements (current & future) & service drivers in all operational areas of our business to provide a systemic, structured approach to Workforce Planning
• Introduce & manage Company Wide Workforce Planning Best Practice & Procedures
• Provide strong stakeholder management / consultancy skills to Auto & General, to optimize all customer service delivery across all Contact Centre mediums.
• Contribute to the resourcing / skill set requirements for all Contact Centre teams / departments, including annual financial planning.
• Develop an effective staff engagement performance management model within the Workforce Planning Team.
• Lead technical development & implementation requirements with business users, HR & IT for new telephony / reporting software.
• Develop targeted analysis of current service provisions, ensuring that suggestions for process improvement / service delivery are linked to both optimized scheduling & planning & staff engagement.
• Maintain sound knowledge of Industry Workforce Planning contact Centre developments including Worldwide Best Practice, new process/ system developments, staff engagement and new products/ software.

Supporting all Contact Centre Operations, you will be responsible for leading the Workforce Planning Team to analyse trends, customer contact channels and patterns, ensuring we are implementing frameworks and strategies to ensure all Contact Centres and Departments across Auto & General are adequately staffed now and into the future.