Workforce Analyst

About us

Established in 1840, we are Australia’s first wellbeing company, delivering health, wealth and care services for our members and the community.

As a social enterprise, we’re motivated by our purpose to positively impact the wellbeing of millions. We reinvest profits to deliver products and services sustainably that matter most to our members, customers and the Australian community.                                                                     

For us, Real Wellbeing encompasses the whole experience of life. It’s about feeling supported in your health, connected with your community and empowered to live life on your terms.

Your New Role Looks Like This:

Australian Unity’s Home Health team is transforming how we support people in their communities. As our Workforce Analyst, you’ll play a key role in ensuring our Health Concierge team can deliver a warm, guided and seamless experience to prospective customers entering our care programs.

What you’ll do

• Forecast contact volumes across all channels using historical trends and business drivers.
• Build short‑ and long‑term workforce plans to ensure coverage meets customer demand.
• Create, maintain and optimise agent rosters incorporating availability, skills, leave and training needs.
• Maintain data accuracy within workforce management and scheduling systems.
• Analyse workforce data and provide insights to improve service levels, efficiency and customer experience.
• Partner with Team Leaders, Real‑Time Analysts and operational stakeholders to align staffing with daily priorities.
• Support planning for campaigns, seasonality and operational changes.

About you

• Workforce planning experience within a call centre/contact centre environment.
• Hands‑on experience with Genesys Cloud (WFM, scheduling, forecasting or routing).
• Strong analytical mindset with excellent problem‑solving skills.
• Comfortable interpreting data and turning insights into practical recommendations.
• Experience using CRM and telephony systems.
• Able to influence and collaborate with leaders and cross‑functional teams.
• Commercial mindset with a focus on resource optimisation and service delivery.
• Tertiary qualifications or equivalent hands‑on experience.

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.