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Forecasting Insight Specialist
2 weeks ago
Job Overview
We are seeking a skilled Forecasting Analyst to join our team. As a key member of our Workforce Optimisation Team, you will play a vital role in ensuring that our contact centres are always prepared to deliver exceptional customer service.
As a Forecasting Analyst, you will design and optimise forecasting models, translate demand into smart capacity plans, and monitor performance to support service level and customer experience goals.
You will work closely with cross-functional teams to analyse customer trends, refine planning strategies, and drive continuous improvement in operational efficiency and resource alignment.
The ideal candidate will have strong analytical and statistical skills for predicting call volumes, staffing needs, and customer demand.
They will also be proficient in workforce management tools and Excel, capable of handling large datasets and generating actionable reports.
Effective communication and collaboration with operations, planning, and management teams is crucial to align forecasts with business goals.
Additionally, the successful candidate will possess solid project management skills, with the ability to prioritise tasks and manage competing demands.
Benefits
- We offer a dynamic team culture where everyone can bring their whole selves to work and feel a sense of belonging.
- Flexible Ways of Working allow you to balance life and work effectively.
- Enjoy discounts on your energy bills for you, your friends and family.
- Take two extra days of leave each year (recharge days) to relax and recharge.
- Volunteer days off to help charities make a difference through volunteering.
- 20 weeks paid parental leave that's completely gender-equal.
- State-of-the-art Melbourne office with stunning views only 3-4-minute walk from Southern Cross station.
About You
- Experience with CXOne, IEX, or Nexidia is highly valued.
- Strong analytical and statistical skills for predicting call volumes, staffing needs, and customer demand.
- Proficient in workforce management tools and Excel.
- Capable of handling large datasets and generating actionable reports.
- Effective communication and collaboration with operations, planning, and management teams.
- Solid project management skills, with the ability to prioritise tasks and manage competing demands.
