Workforce Forecasting Analyst

2 weeks ago

Melbourne, Victoria, Australia Australia Post Full time

**Help us deliver like never before**
Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We're delivering for the environment, for our communities, for our customers and for our people. We're moving forward and we want you to come along for the ride.

**About the opportunity**

The Workforce Forecasting Analyst sits within the Parcel, Post and eCommerce team and plays a key role in building and provision of forecasts, capacity planning and optimise contact centre performance in line with available resources and business imperatives.

**You'll be responsible for**
- Developing, refining, and delivering relevant forecasts
- Creating long term models to plan recruitment and training.
- Build reports to analyse volumes and trends.
- Monitoring and advising on the Contact Centre's performance against operational objectives.
- Planning and strategising monthly, quarterly half year and annual initiatives including recruitment, training, and project needs.
- Advising and implementing transactional, tactical, and strategic plans that deliver to optimal utilisation of resources.
- Collecting, maintaining, and monitoring data and systems that support the Workforce Team and its deliverables.

**About you**

This role would benefit from an experienced professional with a workforce forecasting background with an in-depth understanding of contact centre metrics, performance drivers and technologies and the ability to articulate complex forecasting, modelling and scenario planning methodology.

**You'll also need.**
- Excellent communication, relationship, and stakeholder management skills
- Knowledge and experience in contact centre technologies for wfm, voice, chat, case
- HR policies and procedures, OHS guidelines, awards, industrial relations provisions, and site agreements.
- Strong presentation, communication, and negotiation skills
- Ability to work and meet critical deadlines under pressure.

**How we'll deliver for you**
- We invest in you for the long-term, encouraging growth through delivering on our values of trust, inclusivity, empowerment, and safety. We will help you develop your skills and steer along a career path that works for you.
- Be part of a culture where everybody feels they belong, are valued, and can bring their authentic self to work every day.
- We invest in your personal wellbeing, recognise, and reward you for your contribution to our success with Post Perks and more.

**We are delivering together.**

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.

**One last thing

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