Workforce Planning Administrator - Provisioning

EML is a leading Workers Compensation and Personal Injury Claims Management business. Our goal is to help people get their lives back through ongoing support during their return-to-work journey. We continue to experience ongoing growth and now have over 4,000 dedicated employees. We foster a learning culture that allows for us to continually invest in our employees ensuring a long-term career here at EML.

THE OPPORTUNITY

As part of our diverse team based in Sydney, Newcastle or Parramatta, you will help make a positive impact on someone’s life every day. You will feel great satisfaction knowing your talent and hard work has a purpose.

The purpose of this role is to support and empower our frontline teams by ensuring they’re set up for success on our telephony and application platforms.

This role leads the configuration and administration of Genesys Cloud and manages provisioning across icare systems, acting as a subject matter expert and key liaison between internal teams and icare. It also plays a critical role in surfacing insights through call audits and system data to improve service delivery and customer outcomes.

This will be a full time, 12-month max term contract position based in the Sydney, Newcastle or Parramatta office, with flexibility to work from home up to 3 days once fully trained.

Your Responsibilities

• Coordinate provisioning and configuration of icare applications and Genesys Cloud telephony queues.
• Audit user access and system setups regularly to ensure compliance and accuracy.
• Analyse call data and reports to identify trends and support performance improvements.
• Manage mailbox requests within SLA, delivering timely and accurate responses.
• Serve as the Genesys Cloud subject matter expert and liaison for escalations.
• Share knowledge, maintain documentation and support team development and coaching.
  
  

About You

• Clear confident communicator, able to advise and influence a range of stakeholders.
• Detail-oriented and organised, with a methodical approach to managing tasks.
• Strong critical thinker who makes sound decisions based on available information.
• Works well independently and adapts well to changing priorities and needs.
• Comfortable Microsoft Excel and eager to learn new tool and processes.
• Previous experience with Genesys Cloud and quality assurance experience is desirable but not mandatory. Alternatively, only candidates with one year’s tenure at EML and a solid understanding of our operations are encouraged to apply.
• Positive, can-do attitude with the ability to hit ground running from day one.
  
  

What We Offer

We stand together as equals. EML is an equal opportunity employer so by coming to work for us, you will be part of a culture that celebrates diversity and inclusion. We are committed to maintaining a workplace where everyone feels valued and where we show respect, integrity and honesty.

EML provides career opportunities and great employee benefits, including:

• A vibrant, collaborative innovative team culture
• Flexibility with opportunity to WFH when you are fully trained in your role.
• A corporate wellbeing program with discounted health insurance and gym membership
• Access to discounts at over 350 retailers through our Rewards Hub program
• Entitlement to an annual tenure and performance-based recognition reward
• Comprehensive learning and development support
• Companywide events to celebrate success.
• Quarterly Reward and Recognition Awards
• Up to 16 weeks paid parental leave, plus super
  
  

We value our people and are committed to supporting our employees by investing in their professional development and providing generous employee benefits. If this position is of interest to you, please apply now.