Workforce Planner - Telephony, Reporting & Workforce Management

GT provides insurance solutions tailored for the transport and heavy motor industry in Australia. We are backed by Allianz Australia Insurance Limited (Allianz), giving our customers the complete peace of mind of knowing their heavy motor vehicles are in trusted hands. 

We provide our people opportunities to grow and learn new skills, work collaboratively across different areas, and contribute to collective success.  

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 governance 

• Acting 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.