Forecasting Analyst

2 weeks ago

Melbourne, Victoria, Australia Energyaustralia Full time

**About Us**
At EnergyAustralia our shared purpose is to **_lead and accelerate the clean energy transformation for all_**. We seek to do this by making energy simple for our customers, meeting their needs by combining their assets into our flexible energy portfolio.

**About the Team**
The **Workforce Optimisation Team** focuses on exceptional customer experiences by strategically forecasting demand, optimising resource allocation, and aligning contact centre operations with EnergyAustralia's service level goals and business objectives. Through data-driven planning, continuous performance analysis, and close collaboration with key stakeholders, they empower efficient, scalable, and customer-focused service delivery across all channels.

**About the Role**
As a Forecasting Analyst, you'll play a key role in ensuring EnergyAustralia's contact centres are always prepared to deliver exceptional customer service. Using data-driven insights, you'll design and optimise forecasting models, translate demand into smart capacity plans, and monitor performance to support service level and customer experience goals. You'll work closely with cross-functional teams to analyse customer trends, refine planning strategies, and drive continuous improvement in operational efficiency and resource alignment.

**About You**
- Experience with CXOne, IEX, or Nexidia is highly valued.
- Strong analytical and statistical skills for predicting call volumes, staffing needs, and customer demand.
- Proficient in workforce management tools and Excel
- Capable of handling large datasets and generating actionable reports
- Effective communication and collaboration with operations, planning, and management teams to align forecasts with business goals
- Solid project management skills, with the ability to prioritise tasks and manage competing demands

**Why Us?**:

- We're committed to providing an inclusive culture so our people can bring their whole selves to work and have a sense of belonging. From our PRISM network that creates a positive culture for LGBTI employees to our Reconciliation Action Plan that has commitments to strengthen relationships with Aboriginal and Torres Strait Islander people and organisations, it's a workplace where everyone's welcome. We offer;_
- Dynamic Team Culture
- Balance Life and Work through our Flexible Ways of Working
- Discounts on your energy bills for you, your friends and family
- Recharge and relax with two extra days of leave each year (we call them recharge days)
- Volunteer days off to help charities make a difference through volunteering
- We offer 20 weeks paid parental leave that's completely gender-equal
- State-of-the-art Melbourne office, stunning views only 3-4-minute walk from Southern Cross station

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