Forecasting & Capacity Analyst

**The role**:
The Forecasting and Capacity Analyst position provides an accurate forecasting and capacity planning model to the Workforce Schedulers and the Operations Leadership team.

**Accountabilities**:

- Responsible for developing long & short-range workforce management plans for the contact Centre’s and other production environments within the business.
- Liaise with stakeholders across the business to ensure accuracy of staffing and seating capacity are being met.
- Design and maintain simulation models that effectively reflect current business assumptions.
- Communicate weekly and monthly results to Contact Centre management team and provide any recommendations.
- Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month.
- Complete any impact analysis, using scenario modelling, from a forecasting perspective of any planned changes or campaigns/initiatives agreed. Provide analysis to the Senior Workforce Manager to support the identification of risks, dependencies, and solutions where applicable.

**Knowledge and experience**:

- Strong numerical, analytical & planning skills.
- Technical and demonstrated understanding of forecasting methodologies tools & processes.
- Demonstrate good communication skills and operate in a professional manner in line with the companies values.
- Proficient user of Excel, Word, SAS, Aspect/Alvaria (desired).
- Understanding of Contact Centre performance metrics.
- Ability to work to tight timescales.
- Previous forecasting experience preferably in a Call Centre environment. Demonstrated experience with Workforce Management Software.

**About us**:
At Auto & General (A&G), we provide smarter products and solutions to safeguard our customers in their time of need. Our range of general insurance products protect customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products as well as Roadside Assistance.

**Our perks**:

- **Location **- This role is based at our Kawana office - a convenient location close to local retail, restaurants, other amenities & on-site parking available.
- **Extra leave**:

- Enjoy additional leave days on us You’ll receive a paid ‘ME’ day and one paid volunteer leave day annually. Team members can also purchase up to two additional weeks of leave per year.
- **Paid parental leave**:

- We support our new parents with paid parental leave and other benefits.
- **Workplace giving**:

- If you’re passionate about a cause, then we are too - we offer workplace giving and we’ll dollar match your donations to registered charities.
- **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 are 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.
- **Perks App**:

- Access to an employee benefits and discounts app called ‘Perks’ offering your great discounts, offers and programs across a range of areas.

Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.

*A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.