Business Forecasting and Capacity Planning Expert

2 weeks ago

North Lakes, Queensland, Australia Auto & General Full time
Role Overview

We are seeking a highly skilled Business Forecasting and Capacity Planning Expert to join our team. As a key member of our organization, you will be responsible for developing and maintaining telephony, digital, and back-office forecasts for our front-line business.

Key Responsibilities
  • Create accurate multimedia workload, service level, and FTE requirements forecasts on a long-term, monthly, weekly, daily, and interval level.
  • Analyze and monitor the performance of the capacity plan on all key drivers, quantifying their impacts on service levels each month: call/work volume, arrival patterns, average handling time, shrinkage, attrition, intra-day resource alignment to demand, etc.
  • Design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input/driver variables.
  • Communicate weekly and monthly results to key business stakeholders to confirm or recommend any changes in assumptions of data, to ensure accuracy of staffing requirements ongoing.
  • Complete any impact analysis, using scenario modelling, from a forecasting perspective of any planned changes or campaigns/initiatives agreed.
  • Provide detailed analysis, reporting, and recommendations to the business, including the identification of risks and dependencies.
  • Identify and report potential risks or inadequate controls related to compliance or operational risks.
  • Maintain awareness, understanding, and compliance with Company policies and procedures, including the on-time completion of mandatory training.
About Us

Auto & General is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.

What We Offer

This role offers a competitive salary of AU$80,000 - AU$100,000 per annum, depending on experience, plus additional benefits, including:

  • Extra leave - enjoy additional leave days on us You'll receive a paid 'ME' day and one paid volunteer leave day annually.
  • Paid parental leave - we support our new parents with paid parental leave and other benefits.
  • Development opportunities - we're championing your development with internal programs and access to a wide range of online courses.
  • Employee discounts - you'll receive discounts on Budget Direct insurance products.
  • Reward and recognition - we reward high performance with employee recognition, reward, and incentive schemes.
  • Onsite facilities - there's excellent end-of-trip facilities on offer and private spaces for nursing mothers.
  • Get social - join our vibrant social and community activities, including annual celebrations, family fun days, and regular events across each of our sites.
Requirements

To be successful in this role, you will need:

  • More than 3 years' experience in Workforce/Resource Planning roles.
  • A thorough understanding of the principles behind long/short-term driver-based forecasting and planning & be well-versed in the latest industry methodologies relevant to contact centre operations and workforce planning.
  • Technical knowledge of Workforce Management, Avaya CMS, and/or Interactive Intelligence software.
  • Strong organizational and communicational skills.
  • Good oral and written communication.
  • Experienced stakeholder relationship effectiveness.
  • Proficient user of Excel, Word & PowerPoint.

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