Join us and thrive

Established in 1840, we’re Australia’s first member-owned wellbeing company, delivering health, wealth and care services to more than 700,000 Australians. Today, while we’ve grown to a company of nearly 7000 employees, our focus remains the same as it was 180 years ago — to deliver Real Wellbeing for our customers, members, and the community.

Your role

Australian Unity is excited and proud to be partnering with Beyond Blue to deliver their support services to all Australians in need.

We’re looking for experienced real time analyst to provide direction and recommendations to enable workforce optimisation to help operate a high quality, efficient and effective health contact centre for the Beyond Blue Support Service.

This is a hybrid working role with the ability to work in the office or at home. You will work Thursday - Monday from 8:30am - 4:30pm AEST.

About you

You will effectively allocate resources on demand via real time or on a day-to-day basis. These activities will involve real time analysis, roster changes and exception entry, management of multiple requests, management of workforce planning tools, and the preparation of reports to ensure the successful operation of the 24/7 omnichannel brief counselling and advice service.

Your expertise and qualifications demonstrate the following essential and desirable attributes:

• Ability to investigate, analyse, and communicate real time productivity metrics (adherence, AHT, Talk time, ACW, etc.) and call volume trends (above/below forecast)
• Monitor real time adherence, manage call queues and adjust schedules accurately and update real time skill changes in a timely manner to meet business service level targets
• Communicate real time changes/ recommendations to internal customers in a timely manner
• Identify abnormalities regarding agent performance to enable team managers and centre managers to take remedial action
• You are committed and experienced in supporting people in a collaborative, person-centred way that aligns with the values of Beyond Blue and Australian Unity.
• Proven analytical skills and demonstrate behaviours of a problem solver
• You are well organised with excellent time management
• You have high attention to detail whilst remaining adaptable to dynamic changes in the business
• You have an ability to work in a team environment but also to work autonomously when required
• You are friendly, professional and an excellent listener and communicator who can rapidly build trust with people in their environment.
• You are open to learning and continuous professional development.
• You have experience working in call centre environment

Technology Requirements

As this is a hybrid working role there are minimum setup requirements for you to adequately perform in this role including:

• Private room/space which can be used for your home office set up
• Reliable/stable internet connection
  

To support you with your working from home set up we will provide you with a company laptop, headset and additional financial support for any office equipment required to support you in your role.

What makes us, us

There are four key attributes that set us apart:

• Good people: We strive to set ourselves apart through the capability, warmth and expertise of our people.
• Wellbeing experts: Our breadth of capability enables us to provide smart solutions and services across all domains of wellbeing.
• Long-term commitment: As a member-owned company, we’ve been focusing on long-term outcomes and single-minded dedication to our members and customers since 1840.
• Driving positive impact: Everything we do is focused on making a positive difference at a personal, community and societal level.

All these things are infused with our values of bold, warm and honest

Benefits

• 2x well-being leave days per year
• 1 week community/volunteer leave per year
• Discounts across our many business units including, but not limited to; Private Health Insurance, General Insurance, Banking & Finance + more!
• Novated Leasing available via Maxxia
• Excellent career growth and progression opportunities across the entire Australian Unity and Remedy Healthcare businesses.

For a discussion in confidence about this opportunity, please contact Katie Wintle, Talent Acquisition Specialist, kawintle@australianunity.com.au www.australianunity.com.au/careers

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.

Should an applicant be the preferred candidate, background checks (including police checks, reference checks, ASIC banned and disqualified persons and bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates; however, will be assessed against the inherent requirements of the job.

Recruitment Agencies

Please be advised that Australian Unity does not accept unsolicited resumes from Recruitment Agencies. Australian Unity will not recognise an entitlement to an introduction or placement fee unless the Agency has been briefed by a member of the Talent Acquisition team on a specific position for which we have requested candidates for.