Job Description
Location: Hybrid Sydney | Type: Permanent
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About the Role
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As Workforce Planner, you will play a critical role in ensuring Member Engagement is optimally resourced to deliver outstanding service to our members - at the right time, with the right people - across both the Service and Billing & Administration teams, while meeting its operational performance targets.
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This role also acts as the subject matter expert and trusted partner for workforce planning across other operational teams within the Medical Indemnity business. This role owns the end-to-end workforce planning cycle - from long-term strategic forecasting and input into annual budget planning through to day-to-day scheduling and real-time operational support. It is also responsible for designing and delivering reporting, dashboards, data and insights that drive operational performance and informed decision-making across the business.
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This is a highly proactive, hands-on, data-driven role that sits within the Member Engagement Leadership Team, reporting to the Head of Digital Service and Delivery. It operates with a high degree of autonomy and influence, partnering closely with team leaders and senior stakeholders across Member Engagement and Medical Indemnity.
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Key Accountabilities
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Strategic Planning & Forecasting
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Establish, own and continuously improve workforce planning governance across Member Engagement and other operational teams within Medical Indemnity, including planning standards, forecasting methodologies, and underlying assumptions
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Develop and maintain long-term workforce forecasts to underpin annual budget planning and headcount modelling, presenting findings and recommendations directly to senior leadership
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Build and refine resource plans that translate volume and demand forecasts into FTE requirements, factoring in growth targets, attrition, and business change - owning assumptions, methodology and outcomes end-to-end
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Act as a strategic partner to Member Engagement and Medical Indemnity senior leadership in shaping and informing budget submissions
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Proactively identify trends, risks and opportunities in workforce data,



translating complex analysis into clear, actionable recommendations for senior stakeholders
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Short Term Forecasting & Scheduling
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Produce accurate short-term forecasts across all contact channels and work queues, ensuring staff are aligned to anticipated demand
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Design and publish optimised schedules that strike the right balance between member service level targets, team wellbeing and operational efficiency
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Manage schedule adherence and proactively address emerging gaps through intraday planning and dynamic resource allocation
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Maintain and update WFM system data including skills matrices, shift patterns and leave management to ensure data integrity
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Real-time Monitoring
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Partner with the Real-Time Analyst to monitor queue performance and agent activity in real time across all channels and work types - both service and administration
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Identify and respond to intraday deviations from forecast, escalating issues and coordinating responses with the Member Engagement Leadership Team as required
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Provide explicit, timely visibility of risks, trade-offs and performance gaps to enable confident, informed decision-making across leadership
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Systems, Reporting, Data & Insights
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Serve as the telephony and CX platform SME and primary internal contact within Member Engagement, leading enhancements and system changes in partnership with the Business Systems team and external vendors
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Design and deliver regular workforce reporting across key metrics including service levels, occupancy, shrinkage, AHT and adherence
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Partner with the Data team to ensure performance dashboards and reporting are robust, accessible and actively used to monitor and drive centre, team and individual agent performance
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Develop ad hoc analysis and insights to support business cases, change initiatives and strategic decisions across the broader Medical Indemnity business
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Key Capabilities Required (Qualifications, Experience and Skills)
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7+ years of experience in a Workforce Planning, WFM Analyst or senior operational planning role within a contact centre or operational environment, ideally including exposure to multi-team or enterprise-wide planning. Candidates with less experience but a demonstrated track record of operating at this level of complexity and autonomy will be considered.
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Demonstrated experience across the full WFM lifecycle - forecasting, capacity planning, scheduling, real- time management and reporting - with the ability to operate as a sole practitioner
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Proficiency with workforce management platforms (e.g. NICE, Genesys), contact centre/customer engagement platforms, and CRM systems
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Strong analytical skills with advanced Excel capability; demonstrated experience with BI tools (e.g. "Power BI") highly regarded
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Excellent communication and stakeholder engagement skills, with the ability to translate complex data into clear insights for non-technical audiences
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Tertiary qualification in a relevant discipline (Business, Statistics, Mathematics) preferred but not essential
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Equal Opportunity Employer
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Avant supports doctors so they can serve Australia's diverse communities. Having diversity in our workforce brings valuable perspectives and strengthens our ability to support healthcare professionals.
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We therefore welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people from culturally diverse communities, LGBTQIA+ individuals, people with disabilities, and those with caring responsibilities.
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Our inclusive workplace is somewhere everyone can succeed.
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Ready to join us?
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If you're passionate about supporting Australia's healthcare professionals, we'd love to hear from you. If you require any adjustments during the recruitment process, please don't hesitate to contact us at
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📌 Senior Workforce Planner (New South Wales)
🏢 Avant Mutual
📍 New South Wales