Workforce Planning Analyst - Insurance

A new transformational adventure awaits you…

How does 5 weeks of annual leave, a fulfilling career you'll genuinely enjoy, and working for a reputable organization that promotes wellbeing and drives digital transformation sound to you?

As one of Forbes 2024 ‘World’s Best Employers’ and Fortune’s ‘World’s Most Admired Companies’ for 2025, Zurich - a leader in the insurance industry, is on a journey towards a brighter future… A brighter future for you - focused on your career, your wellbeing, and your community - as well as our customers and the planet.

Join us on this thrilling journey as we work towards our vision of becoming Australia's leading digital insurer. If you're eager to be part of a values-driven global organisation that's experiencing real growth and transformation, and if you share our commitment to making a tangible difference and taking continuous steps towards a sustainable future for our people, customers, communities, and our planet, then keep reading!
 

Let’s create a brighter future together, let’s make a difference  

It’s important to know, what you do matters. At Zurich, we don’t just cover, we care.

As a Workforce Planning Analyst, you’ll help shape the future of our travel insurance claims operations by ensuring we have the right people available at the right time to support customers when they need us most. Sitting within the Claims Planning & Performance function, you’ll turn strategic plans into practical, real-world workforce solutions that help our teams stay prepared, responsive, and customer focused.

Your work will directly support two seasonal 50 seat contact centre environments and a 100 seat back-office claims operation, giving leaders the clarity and confidence they need to make informed operational decisions. By turning insights into action, you’ll help uplift planning maturity across the business and contribute to a more seamless and caring experience for our customers.

You will also be responsible for the following:

• Build and maintain workforce schedules that align staffing levels with forecasted demand.
• Develop leave plans, shift patterns, and roster strategies that support operational needs and team wellbeing.
• Participate in daily huddles to support leaders in tactical staffing decisions.
• Work with the Planning and Performance team to produce capacity plans and strategic workforce plans for the teams you are supporting.
• Use workforce management tools to enhance forecasting accuracy and operational transparency.
• Support the development of dashboards and planning tools that help leaders make confident decisions.
• Provide operational leaders with insights and recommendations that improve staffing decisions and service outcomes.
• Support intraday performance monitoring and recommend adjustments to staffing plans to respond to changes in demand.

Important to your success – let’s grow together

You’ll thrive in this role if you're someone who brings a thoughtful, collaborative, and proactive approach to problem-solving. You enjoy translating insights into meaningful outcomes, working closely with stakeholders, and contributing to a culture of continuous improvement and operational excellence.

In order to be successful, you will have the following:

• Experience in workforce planning within a contact centre or similar environment.
• Hands-on experience using WFM systems (e.g. Webex, Calabrio) for forecasting, scheduling, and intraday management.
• Strong analytical capability with confidence working with datasets and translating insights into action.
• Experience using tools such as Excel, Power BI, SQL to build and maintain visual management boards, performance reports and capacity plans.
• Proven ability to work effectively with operational leaders and influence decision-making.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.

Belong. Zurich is here to support you 

There are so many reasons why Zurich is a great place to be and the right choice for you, but here are just a few.

• Enjoy 5 weeks of annual leave for permanent staff through our Z leave initiative, along with 15 days of personal/carer’s leave as we empower our people to manage their own wellbeing. Plus, access to Family Care (parental leave).
• Benefit from a hybrid working arrangement – 3 days in the office and 2 days working from home per week for full-time employees.
• Access programs to stay healthy and feel healthier, receive an AUD$500 wellbeing payment per year, and a AUD$295 new starter e-voucher for your work-from-home setup (flex work - hybrid working), along with other great benefits through our Shine portal.
• Grow and thrive in your career with our award-winning training programs. We support and encourage your development because our strength lies in our people, and we value your individuality.
• Work with global, diverse, and inclusive teams; explore your passions, fuel innovation, drive equity, collaborate, and make a positive difference beyond your role.
• Take advantage of global mobility opportunities across more than 200 countries worldwide.
• Volunteer and work in our state-of-the-art Green Star rated offices (when you are in the office) and dress for your day.
• We plant a tree for every new employee.
• Not to mention our various employer of choice awards/memberships – WGEA; Family Inclusive Workplace; Gold AWEI Employer, Pride in Diversity… to name a few.

We could go on, but the main point is that Zurich is a great place to be, where you can truly belong, be yourself, maintain work/life balance, and thrive in a supportive environment. 
 

Zurich is an equal opportunity employer.  We are committed to ensuring that our recruitment process is fair and accessible for all candidates. If you require any special accommodations to participate in our recruitment process, we encourage you to please let us know at the time of your application.  
 

So, if you want to come on an adventure that will build a brighter future together, and feel a sense of togetherness, then please apply today to start your adventure!