Workforce Planner

Specialising in Telephony, Reporting & Workforce ManagementSydney Locations (North Sydney & Parramatta)Industry Leader in the Heavy/Commercial Motor Insurance Market
Fully backed by Allianz Australia, GT Insurance offers a diverse range of underwriting solutions across Transport and Machinery, Marine and Transit. With our award-winning claims service, we ensure that vehicles and the goods they carry are covered comprehensively, powering the progress of businesses.
Our core values of ‘inspire,’ ‘wholehearted,’ and ‘ownership’ guide our interactions with customers, brokers, colleagues, and partners, fostering an environment of respect, proactivity, and innovation.Reporting to the Chief Operating Officer, you will be responsible for supporting operational performance through accurate forecasting, capacity planning, scheduling, and workforce optimisation across contact centre and claims operations.
This role will play an important part, bridging operations, technology, reporting, and workforce planning, helping translate business demand into staffing requirements, while ensuring telephony and reporting systems are configured, maintained, and leveraged effectively.
Overview:This role will act as the subject matter expert for workforce planning and telephony platforms, whilst supporting operational leaders through forecasting, capacity modelling, reporting, performance analytics and continuous improvement initiatives.
As the Workforce Planner, you will be responsible for:Developing and maintaining short, medium and long-term demand forecasts.Building capacity plans to identify resourcing gaps, risks and opportunities.Monitoring workforce utilisation, adherence and service performance.Identifying opportunities to improve workforce management processes and governanceActing as a key user and subject matter expert for telephony and contact centre platforms.Supporting telephony configuration, queue management, routing and workforce reporting.Build and manage dashboards and reporting outputs using Power BI, Excel and other workforce management tools.Analysing trends, risks and performance drivers to support decision making.Providing actionable insights and recommendations to operational leaders.
Skills & Experience:Experience in workforce planning, workforce management or operational planning within a contact centre, insurance, financial services or similar environment.Strong understanding of forecasting, capacity planning, scheduling and workforce optimisation principles.Experience working with telephony or contact centre platforms such as CC4 or similar.Advanced Excel skills and experience developing dashboards and reports using Power BI or equivalent tools.Strong analytical and problem-solving skills with the ability to work with large data sets.Excellent communication skills and the ability to translate complex information into practical business insights.Proven stakeholder management skills and the ability to influence across all levels of the organisation.
Our people enjoy being part of an organisation that respects and values their contributions and working alongside others who pride themselves on outstanding customer service.
We provide our people opportunities to grow and learn new skills, work collaboratively across different areas, and contribute to and share in collective success. Our business is growing and we have big plans, creating exciting new career and growth opportunities.
We invite you to discover more about GT Insurance, our dedication to supporting industry growth, individual progress, and opportunities to join our team by visiting our website at gtins.com.au or connecting with us on social media to stay updated on our latest news and job openings.
At GT Insurance, our commitment to excellence extends beyond our products and services. Just as we assist businesses in managing their risk to ensure they can continue to thrive and progress, we are dedicated to providing equal opportunities for all candidates in our recruitment process.