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Forecasting & Capacity Analyst

2 weeks ago

North Lakes, Australia Auto & General Insurance Full time

**The **R **ole**

The Forecasting & Capacity Analyst is responsible for managing, developing, and maintaining telephony (inbound and outbound), digital and back-office forecasts for the front-line business, enabling SLA and AR management and decision support capability. Working with key business stakeholders across the business, the Forecasting & Capacity Analyst will also support the design, implementation, and production of operational reporting, supporting the Forecast.

**Position Accountabilities**
- Create accurate multimedia workload, service level and FTE requirements forecasts on a long-term, monthly, weekly, daily and interval level.
- Ensure accuracy of forecast by analyzing and monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month: 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 on going.
- Complete any impact analysis, using scenario modelling, from a forecasting perspective of any planned changes or campaigns/initiatives agreed.
- Responsible for providing detailed analysis, reporting and recommendations to the business, including the identification of risks and dependencies.
- Identify and report potential risks or inadequate controls related to compliance or operational risks.
- Champion a culture of risk and compliance across the division
- Maintain awareness, understanding and compliance with Company policies and procedures, including the on-time completion of mandatory training.

**What experience you’ll bring;**
- 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 & 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 communicational skills are essential.
- Good oral and written communication.
- Experienced stakeholder relationship effectiveness.
- Proficient user of Excel, Word & PowerPoint

**Our **P **erks**
- Location - This role will be based in North Lakes. Save the long commute to Brisbane and work for a growing company close to home and within walking distance to some of the north side’s best retail outlets, restaurants and other amenities.
- 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’s 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.

**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.

Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, Virgin Money and Coles Insurance.

**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.