BMVS Workforce Productivity Specialist
Melbourne, Australia
At Bupa, purpose meets possible. Join us and help shape a future where healthcare is more connected, more personal and more human. We’re a global healthcare leader trusted by millions and committed to helping people to live longer, healthier, happier lives and making a better world. Healthcare is changing, and so are we.
Bupa Medical Visa Services (BMVS) provides health assessments and related services for immigration purposes. Our primary client is the Department of Home Affairs. The business operates in a highly complex health and stakeholder environment with significant political and commercial implications for Bupa.
You will work closely with leaders across the business from within the Customer Operations Support team and as part of the Clinics and Customer Operations teams to build strong working relationships to innovate, create and deliver results that positively impact employee wellbeing and customer outcomes. Combined with a strong background in the core elements of forecasting including strategic, scheduling, capacity planning and data analytics, the role delivers short-, medium- and long-term planning for Bupa Medical Visa Services space.
We want someone who can think flexibly and laterally in problem solving, is open minded and can adapt to the concept of delivering flexible working options and solutions for frontline workforces. The occupant of this role will be expected to operate independently and collaboratively.
The purpose of this job is…..
- Leading delivery of a service recognised for its exceptional employee and customer experience, outstanding client outcomes and highest level of clinical safety and quality.
- Delivering extraordinary performance, ensuring Bupa is loved by customers, our client and employees love working at Bupa.
- Leading and own the management of people resources including forecasting, scheduling, real-time management, and optimisation of the workforce.
- Using analytical skills to extract, manipulate and analyse raw data and present analysis effectively to the appropriate stakeholders.
- Working closely with key stakeholders from across the business to understand the current state.
- Driving consistent service, reduced costs and increased reach through pro-active placement of resources.
- Real time focus on agent’s adherence and grade of service (GOS).
- Producing and manage business and stakeholder reporting or presentations.
- Supporting the delivery of projects, including preparation of business requirements and project plans.
- Identifying customer experience improvements and make recommendations for their implementation.
- Assist with appropriate forums such as project stand ups, stakeholder meetings, and workshops.
Why work at Bupa?
Our employees can access wide range of benefits: from our own products (incl. health insurance discounts) to many other products and services via our partnerships program (like Apple, Samsung, JB Hi-Fi, plus gym and spa discounts to name a few). We reward our people and celebrate their success, provide initiatives that develop careers and look after our people’s health, wellbeing, and futures.
Experience
- Previous workforce planning experience in an omni channel environment
- Qualification/certifications and/or experience with NICE and Amazon Connect (desired)
- Perform ETL and create Power BI reports
- Knowledge of SQL is desired
- Knowledge of excel including power query and basic VBA
- Analytics and numerical reasoning skills
- Highly developed interpersonal, relationship management and negotiation skills
- High level written and verbal communication, with the ability to practically apply those skills in the preparation of reporting, detailed analysis and recommendations.
- A challenger attitude and approach – an innovator who enjoys looking at problems with fresh eyes and not accepting the way things have always been done
At Bupa your wellbeing, identity, and personal story are respected and valued. We are continuing to build teams that reflect the diversity of the communities we serve. Bupa is committed to providing equal opportunities and fostering a workplace and environment that is free of discrimination, bullying and harassment.
We actively encourage applicants from all backgrounds and experiences, including Aboriginal and Torres Strait Islander peoples, veterans, people with disabilities, and LGBTQIA+ applicants.
We are dedicated to removing barriers to participation. If you need any reasonable adjustments during the recruitment process, or if you’d like to discuss how this role can be flexible for you, please let us know so we can support your participation on an equitable basis.
Job Alerts
Don’t see a role that’s right for you? You can sign up for our job alerts and we’ll make sure to let you know when the right one comes up.
Join Our Talent Community
Looking to shape a brighter future for everyone? Sign up to our talent community and be the first to learn about new roles.
Join Now