Forecasting & Capacity Analyst

**Purpose of the Role**

As our new Forecasting & Capacity Analyst, you will be responsible for managing, developing, and maintaining telephony (inbound and outbound), digital and back-office forecasts for the front-line business.

You will:

- 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 analysing and monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month
- 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
- Be responsible for providing detailed analysis, reporting and recommendations to the business, including the identification of risks and dependencies

**Knowledge and Experience**:

- Experience in a Workforce/Resource Planning role with a thorough understanding of the principles behind long/short term driver-based forecasting and planning
- Technical knowledge of Workforce Management, Avaya CMS, Genesys, Aspect and/or Interactive Intelligence software
- Strong organisational and communication skills are essential along with proficiency in Microsoft Office & Google Suites
- Excellent stakeholder relationship management skills

**Our Perks**
- **Location** - **North Lakes**:This role is based at our North Lakes office. 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.** Kawana -**This role is based at our Kawana office. Housed on the sunny coast and close to local retail, restaurants and other amenities, we enjoy views across Kawana Lake and we're only five minutes from the closest beach. If you love the water and coastal life, this is the perfect place for you.
- ** Be rewarded** - we recognise high performance and reward our people for their hard work through bonuses and other perks.
- ** Options for leave** - life happens, so we've got volunteer days, an additional paid 'ME' day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
- ** Grow with us** - we've got learning and professional development opportunities to suit everyone.
- ** Give back**:

- our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you're passionate about.
- **T**ake care of yourself** - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
- ** Celebrate the wins** - we love sharing our successes and celebrating together - join us and you've got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
- ** Access to A&G's employee reward and recognition platform, powered by Rewards Gateway -**Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.

**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.