Strategic Forecasting Specialist

6 days ago

Docklands, Victoria, Australia Medibank Full time

About the Role:

We are seeking a highly skilled Strategic Forecasting Specialist to join our Workforce Planning and Optimisation team at Medibank. As a key member of our team, you will play a critical role in supporting all forecasting requirements across Customer Operations and Prover Solutions Hub (COPS).

Key Responsibilities:

  • Develop, implement, and adhere to best practice in strategic forecasting planning to support the execution of the plan to forecast.
  • Produce accurate and timely workload forecasting models to drive improvements and support business strategies.
  • Collaborate with Forecasting Lead and COPS leads to ensure timely and accurate forecasts, and to identify opportunities for process improvements.
  • Support the management of FTE forecasting and recruitment recommendations for all channels.
  • Run hypothetical forecasts scenarios to assist in product/project deliverables.
  • Partner and collaborate across functions to deliver on key strategic initiatives and drive customer obsession.
  • Develop and maintain a sound understanding of all Channels (Voice, Digital, Face to Face) and work with COPs Leads to assist in implementing projects and initiatives that support the desired business outcomes.

About You:

  • Knowledge and experience with Genesys technology including Configuration Manager and WFM.
  • Contact Centre experience with exposure to all streams of virtual channels and AI as well as retail WFP exposure preferred.
  • Proven track record of providing strategic support in a contact centre environment, while balancing the need for attention to detail.
  • Identifies opportunities to improve work processes and practices to enhance efficiency or improve the experience of Medibank members and employees.
  • Work collaboratively with direct reports, peers, and key stakeholders to deliver performance results.
  • Demonstrated success in influencing decision making and outcomes through effective verbal and written communication skills.
  • Ability to prepare and present timely and accurate analysis and recommendations to the team, managers, and senior management.
  • Advanced experience with collaboration tools and MS Office 365 in key applications Outlook, Word, Excel, and Power Point, Teams.
  • BI tools e.g., Power BI and/or Tableau experience will be an advantage.

What We Offer:

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection, and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.

The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.

All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.

We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more click here.

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