Scheduler & Real Time Specialist

Our Membership Services department is seeking a Scheduler and Real Time Specialist to join the Workforce Planning team in a permanent role.

This role is suited to someone who has previous experience in workforce scheduling and real-time management and is confident working with data, solving problems and making timely decisions in a fast-paced operational environment.

Working closely with employees, leaders and the Workforce Planning team, you'll apply your existing scheduling and real-time management experience to help ensure the right people are available at the right time across telephony and task-based work. You'll use workforce data to identify emerging service and resourcing risks and recommend practical actions that support our members, employees, productivity and effective resource utilisation.

What we have to offer?
We at Teachers Health have a lot to offer,

- Attractive leave benefits
- Hybrid working model (flex your work/life balance)
- Subsidised private health insurance
- Discounts on our products and services
- Generous employee wellbeing program
- Easily accessible by public transport

Who are we?
Teachers Health was created by teachers for teachers over 70 years ago and is the only health fund exclusively for the education community. As a not-for-profit health fund, we exist for our members covering the lives of over 500,000 teachers, education staff & their families.

What will you do? / How will you help?

Scheduling and workforce management

- Develop, maintain and publish employee schedules aligned to forecast demand, seasonal requirements and business priorities.
- Maintain accurate workforce management information, including employee availability, contracted hours, shift patterns, leave and other schedule-related information.
- Schedule breaks, meetings, training and other offline activities, balancing operational coverage with employee needs.
- Review workforce coverage against forecasts and staffing requirements and provide leaders with clear insights and recommendations.




- Process schedule change requests and manage the incoming requests ensuring requests are acknowledged, actioned and completed within agreed service levels.

Real-time management

- Monitor queues, service levels, workloads, schedule adherence and employee availability throughout the day.
- Identify emerging service or resourcing risks and take timely action within agreed authority, including coordinating changes to breaks, meetings, offline activities and work allocation.
- Respond to unexpected absences, changes in demand, system incidents and outages, assessing operational impacts, recommending appropriate actions and escalating material risks when required.
- Communicate intraday performance, operational impacts and recommended actions clearly to employees, leaders and relevant stakeholders.

Reporting and continuous improvement

- Prepare accurate workforce reporting and maintain clear records of scheduling decisions, intraday actions, risks and outcomes.
- Use workforce management systems, operational dashboards and Excel to analyse performance, identify trends and support informed decision-making.
- Identify and recommend improvements to workforce processes, tools and ways of working, and support assigned initiatives through to completion.
- Contribute to measures of success including schedule accuracy, request turnaround times, data quality, adherence reporting, timely intraday communication and delivery of improvement activities.

What do you need? / What are we looking for?

To be successful in this role, you will bring:

- Previous experience in workforce scheduling and real-time management is required, ideally within a contact centre or multi-channel service environment.




- Solid planning and organisational skills, with the ability to manage competing priorities and meet service timeframes.
- Strong attention to detail and the ability to maintain accurate workforce information, schedules, records and reporting.
- Confidence interpreting operational and workforce data, identifying trends and risks, and making practical recommendations.
- The ability to make timely decisions within agreed authority and escalate material risks when required.
- Intermediate to advanced Excel skills and confidence using data, reporting and workforce management systems.
- Clear written and verbal communication skills with the confidence to communicate decisions, recommendations and operational impacts to employees and leaders.
- A proactive, collaborative approach and the flexibility to respond effectively when demand, priorities or operational conditions change.
- Experience with Genesys Cloud Workforce Management, advanced Excel/reporting capability, and an understanding of contact centre service measures and multi-channel workload management would be highly regarded.
- Candidates must be an Australian Citizen or Permanent Resident

The salary package for this role is $104,199 (inc super)

How do I apply?
Click APPLY NOW and send in your updated CV. Please note, as part of our recruitment process candidates may be required to complete video screening and online assessments, and applications will be reviewed and progressed on an ongoing basis, so we encourage you to apply as soon as possible!

Due to the high number of applicants, only shortlisted candidates will be contacted

Teachers Health values diversity and inclusion and encourages applications from people with diverse backgrounds including First Nations people, people with disability, people from diverse cultural and linguistic backgrounds, and people that identify as LGBTQIA+. Applicants can request an adjustment at any stage during the recruitment process by getting in touch with ••••@teachershealth.com.au

📌 Scheduler and Real Time Specialist (Sydney)
🏢 Teachers Health Fund
📍 Sydney