Planning & Forecasting Analyst

**Who are we?**:
We’re here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for life. Fresh thinking and collaboration are at the heart of our organisation. We are constantly learning, embracing the challenges of today and excited by the opportunities that tomorrow will bring.

**The role**:
We're looking for a Planning and Forecasting Analyst to join our Customer Strategy, Insights & Experience team for a fixed term of 12 months. In this role, your focus will be on delivering demand and service level insights, to support the business in working towards achieving its customer vision, _‘together we delight our customers now and in the future’._

The Planning and Forecasting Analyst will develop accessible insights, allowing leaders to make resourcing decisions and best position our multi-dimensional teams to deliver responsive, informative and proactive service across our Contact Centre channels. Passionate about customer outcomes and an expert in data and workforce planning, you'll know what it takes to support the delivery of excellent customer satisfaction scores.

**Who are you?**:
To be successful in this role, you'll have a demonstrated track record in co-ordinating and supporting high performing teams in a multi-channel environment. In addition, we're looking for the following skills and experience:

- Experience in workforce planning, or other relevant experience with transferrable skills
- In-depth understanding of Avaya CMS, Salesforce Insights & Advanced Microsoft Excel required.
- Knowledge in Automatic Call Distribution (ACD) technology and experience with both Excel and software forecasting / scheduling.
- Well-developed business and commercial acumen.
- Excellent verbal and written communications skills to assist in the preparation of reports, business cases, brief senior management, internal and external correspondence.
- Strong interpersonal skills in order to relate to a diverse group of people.
- High Proficiency in Microsoft Office to write reports, correspondence, develop spread sheets, analyse data, prepare presentations.
- Previous experience with customer relationship management systems (CRM) & billing systems
- Highly results oriented and possess an innovative approach to improve business efficiency.
- Highly developed analytical skills with PowerBI - advantageous.
- Tertiary qualifications in business or relevant studies - highly regarded.

**What's in it for you?**:

- A commitment to work-life balance with truly flexible working arrangements, including hybrid working, leave purchasing and RDO options.
- 14 weeks paid parental leave for all parents and paid super on unpaid parental leave
- A range of benefits, including free on-site parking and cultural leave.
- A great culture working in collaborative teams with strong work ethics.
- Career focused learning and development opportunities.
- The opportunity to be part of an organisation committed to environmental initiatives.
- Enjoy modern office facilities with panoramic beachfront views.

**We're for everyone**:
We do meaningful work, but how we do it is just as important. We’re here to help people live well, protect the environment, and keep healthy water and resources accessible and affordable for all. We know to make a positive difference we need to support our people to be their very best. Flexibility and innovation are at the heart of how we work. But it’s our people’s collective ambition, authenticity and differences that bring our culture to life.

Our people are as diverse as the communities we serve. Everyone brings a unique voice and a refreshing perspective that keeps us innovating. It makes us better learners, thinkers and collaborators, helping create better outcomes for our customers. Even though we’re all different, we still share a common goal to deliver healthy water for life.

**Keen to make an impact?**:
This role is a Level 4 and is remunerated between $95,733 and $100,772 + super.