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FORECASTING & CAPACITY ANALYST

Bris based | $88,000 package
Full Time

As the Forecasting and Capacity Analyst you will be responsible for leading the workforce planning team, collaborate with the Customer Channels Leadership teams and Customer Analytics team to deliver upon People, Business, and objectives.

Working for a ASX Tier 1 Telco/ICT solutions provider, your role will be required to guide the process of designing and delivering impactful workforce management insights and analytics reporting, enabling effect forecasting and operational leadership for the business of over 5000 fte.

Key responsibilities will include:

  • Optimisation and improvement of scheduling processes and outcomes

  • Responsible for developing long (1-3 yrs.) & short-range (2 weeks, 6 weeks, 12 weeks) workforce management plans for the contact Centre’s and other production environments within the organization.

  • Analysis of daily performance and trend analysis to improve the workforce and capacity management process

  • Recognising scheduling/demand challenges and making recommendations as necessary

  • Communicate weekly and monthly results to Contact Centre management team to confirm or recommend any changes in assumptions of data, to ensure accuracy of staffing requirements on-going.

  • Ensure the intra-day staffing management process takes into consideration unplanned leave and other staff requirements and make recommendations for resource allocations to meet business targets

  • Ensuring the smooth operation of schedules by adjusting schedules to accommodate breaks, staffs annual leave, training, off phone time and sick leave

  • Ensure compliance to all company and industry guidelines

  • analysis to identify continuous improvement opportunities in workforce management and contact centre performanc