Forecasting Specialist

5 days ago

Australia beBeeAnalyst Full time $90,000 - $110,000
Workforce Planning Professional

The role of a Workforce Planning Professional plays a vital part in driving the effective operation of our contact centre. You will be responsible for delivering accurate forecasting, scheduling, real-time management, and reporting.

Key Responsibilities
  • Forecasting with precision: Utilize historical data, trends, and seasonal insights to sharpen operations centre forecasts and drive informed decision-making.
  • Partnering for impact: Collaborate closely with business stakeholders to factor in upcoming campaigns, product launches, and regulatory changes—ensuring forecasts stay ahead of the curve.
  • Smart scheduling: Design and maintain agent schedules that strike the right balance between business needs, employee preferences, and compliance requirements.
  • Real-time performance management: Keep a close eye on live contact centre activity, responding quickly to gaps by reallocating resources and adjusting schedules as needed.
  • Driving continuous improvement: Identify and implement opportunities to enhance forecasting, scheduling, and reporting processes.
Requirements
  • Previous workforce management systems experience and a demonstrated understanding of contact centre operations.
  • Clear, confident communication: The ability to present complex information in a way that makes sense to stakeholders at all levels.
  • Collaborative mindset: Thriving in cross-functional environments, working seamlessly with internal teams and external partners.
  • Workforce planning expertise: Hands-on experience in forecasting, scheduling, and real-time management within a contact centre setting.
  • Analytical strength: Comfortable diving into complex datasets, spotting patterns, and solving problems with precision.

Our values are the heartbeat of our success, driving everything we do:

Our Values
  • Can Do: We think outside the box and harness the power of teamwork to achieve the extraordinary.
  • Balanced: We set our customers up for success, crafting win-win outcomes that are both human and profitable.
  • Real: We keep it honest and respect everyone, building genuine connections.

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