Forecasting Consultant

**Will you actively create a healthier future for tomorrow?**

At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.

We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.

**Your new role**:
Reporting to the Forecasting Lead in the Workforce Planning and Optimisation team, the Forecasting Consultant will be responsible for supporting all forecasting requirements across Customer Operations and Prover Solutions Hub (COPS).

In this newly created role, you will support the development, implementation and adhere to best practice in strategic forecasting planning, and to support the execution of the plan to forecast.

In collaboration with Forecasting Lead and COPS leads, this role will be required to produce accurate and timely workload forecasting models with key focus on driving improvements to support the business strategies.

The role will require strong financial acumen and collaboration skills to partner with multiple stakeholders across COPS and Finance to ensure timelines measured to budget and a focus on operational efficiencies.

**What you will do**:

- Support with the delivery of short-, medium
- and long-term forecasts, and monthly and annual capacity plans as per Corporate Plan, incorporating business initiatives impacting member and customer demand
- Support the management of FTE forecasting and recruitment recommendations for all channels
- Run hypothetical forecasts scenarios to assist in product / project deliverables
- Work closely with Forecasting Lead to support the production of the Corporate Plan forecasts and FTE required on a rolling 12-month basis that will assist Finance and COPS leads to make future business decisions based on accurate data and a variety of FTE model scenarios
- Support Forecasting Lead with monthly performance meetings with COPS leads and Finance to ensure Corporate Plan forecasts and FTE requirements are on track to budget and/or to call out adjustments to forecasts based on data
- 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
- Establish constructive and trusting relationships within the team that fosters a culture of engagement, diversity, innovation, and performance

**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
- BI tools e.g., Power BI and/or Tableau experience will be an advantage

**A career with us**

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.

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.

**To start small and impact bigger.