Data Driven Workforce Optimization Specialist

3 weeks ago

North Lakes, Queensland, Australia Auto & General Full time

About the Role:

We are seeking an experienced Data Driven Workforce Optimization Specialist to join our team in North Lakes. This role is responsible for managing, developing, and maintaining accurate multimedia workload forecasts, service level predictions, and Full-Time Equivalent (FTE) requirements for our front-line business. The ideal candidate will have a strong understanding of principles behind long-term driver-based forecasting and planning, as well as experience with Workforce Management software such as Avaya CMS and/or Interactive Intelligence.

Key Responsibilities:

  • Create accurate multimedia workload forecasts on a long-term, monthly, weekly, daily, and interval level to enable SLA and AR management and decision support capability.
  • Analyze and monitor performance of capacity plan on all key drivers quantifying their impacts on service levels each month, including 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 impact analysis using scenario modeling from a forecasting perspective of any planned changes or campaigns/initiatives agreed.
  • Provide detailed analysis, reporting, and recommendations to the business, including 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 completion of mandatory training.

Requirements and Qualifications:

  • 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, and 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 communication skills are essential
  • Good oral and written communication
  • Experienced stakeholder relationship effectiveness
  • Proficient user of Excel, Word & PowerPoint

About Us:

Auto & General (A&G) 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.

We offer a competitive salary of $80,000 - $100,000 per annum, plus additional benefits including extra leave days, paid parental leave, workplace giving, development opportunities, employee discounts, reward and recognition, onsite facilities, and social activities.

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