Forecasting & Channel Optimisation Manager

**PURPOSE OF THE ROLE**

This role manages the Forecasting & Capacity Analysts, supporting all Contact Centre Operations across Auto & General. This section of the Workforce Planning team is accountable for the ongoing development of Frontline Department Capacity / Resource Planning, leveraging the Workforce Planning technology available. This team analyses portfolio trends and customer contact patterns through the engagement of key business stakeholders

**POSITION ACCOUNTABILITIES**
- Lead and develop the Workforce Planning Forecasting & Capacity Analyst employees, to support Sales & Service and Claims & Staffing to achieve industry leading Contact Centre performance.
- Ensure accuracy of frontline department forecasting 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.
- Design and maintain Industry / Best In Class Customer Channel forecasting methodologies, ensuring the 'right number of employees' are adequately forecast for each channel.
- Provide strong stakeholder management / consultancy skills to Auto & General.
- Contribute to the resourcing/skill set requirements for all Contact Centre teams / departments, including annual financial planning.
- Maintain sound knowledge of Industry Workforce Planning contact centre developments including Worldwide Best Practice, new process / system developments, staff engagement and new products / software.
- Perform other duties as required.
- 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.

**QUALIFICATIONS AND EXPERIENCE**
- More than 3 years' experience within (or equivalent of) a Forecasting & Capacity Analyst
- 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 center operations and workforce planning.
- Strong ability to manage / influence key stakeholders.
- Strong technical knowledge of Workforce Management, Avaya CMS and/or Interactive Intelligence software.
- Strong leadership & management skills, preferably developed within the Financial Services industry, or within a Company with a strong link to customer service optimization or improvement.Well-developed and demonstrated understanding of the legislative, regulatory and compliance obligations to operate in the FSR environment.

**Our Perks**
- **Location **- This role can be based at either our North Lakes or Kawana office.
- **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 you great discounts, offers and programs across a range of areas. **_(PERM ONLY)
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**About us**

Auto & General (A&G) is the fastest-growing insurance business, providing general insurance solutions to all Australians since 2000.

Our range of general insurance products protects customers on the road, at home and on holiday with various Car, Motorcycle, Home, Contents, Pet and Travel Insurance products and Roadside Assistance. We provide insurance for leading brands, including Budget Direct, ING, Qantas and Virgin Money.

We work as a team to 'safeguard a brighter future' for our customers, people and the broader community. We foster a high performance culture with high integrity (we call it the A&G Way) and expect ever