Workforce Analyst

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.

Our Opportunity:

Across our Home Health Business, we’re transforming the way we work in our local communities to improve health and care outcomes for customers. By working together, differently – we believe we will be able to plan and deliver better care for customers. We'll be able to support customers to live vibrant, healthier, more independent and fulfilling lives. And we'll help them to be part of thriving and supportive communities.

As a Workforce Analyst, within our Health Concierge Contact Centre, you will play a key role in enabling efficient and effective health concierge operations through accurate forecasting, capacity planning, and scheduling. This role is responsible for analyzing historical data and business drivers to develop short- and long-term workforce plans that align staffing levels with customer demand. By ensuring the right people are in the right place at the right time, the Workforce Analyst supports operational performance, cost efficiency, and a consistent customer experience.

This role is based at our Clayton office (M-City, 2125 Dandenong Road, Clayton VIC 3168) 

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

About You:

To be successful in the role you will be able to demonstrate the following capabilities / experience:

• 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.

What’s on Offer:

You will enjoy a range of great employee benefits and rewards including:

• Competitive salary + bonus program
• Enjoy additional yearly Well-Being and Community leave days
• 14-week paid parental leave, with equal benefit for both parents 
• Employee Referral Program
• Employee Assistance Program – support and assistance for you and your partner at those times in life when you need it most
• Maxxia Rewards - a great range of discounts and benefits at selected retail outlets, department stores, attractions, travel, cinemas, restaurants.
• Discounts across the Australian Unity business including Private Health Insurance, General Insurance + more!
• Available access to LinkedIn Learning courses through our great Learning platform

For further benefits visit: https://www.australianunity.com.au/careers/culture

Australian Unity is an Equal Opportunity employer and we encourage applications from all members of the community, including people of Aboriginal and Torres strait Islander descent, culturally and linguistically diverse backgrounds and, mature aged people.