Forecasting & Capacity Analyst

2 weeks ago

North Lakes, Australia Auto & General Full time

The Role

The Forecasting & Capacity Analyst is responsible for managing, developing, and maintaining telephony (inbound and outbound), digital and back-office forecasts for the front-line business, enabling SLA and AR management and decision support capability. Working with key business stakeholders across the business, the Forecasting & Capacity Analyst will also support the design, implementation, and production of operational reporting, supporting the Forecast.

Position Accountabilities

  • 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 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.
  • 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.
  • Responsible for providing detailed analysis, reporting and recommendations to the business, including the identification of risks and dependencies.
  • 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.

What experience you’ll bring;

  • More than 3 years’ experience in Workforce/Resource Planning roles
  • 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 centre operations and workforce planning.
  • Technical knowledge of Workforce Management, Avaya CMS and/or Interactive Intelligence software.
  • Strong organizational and communicational skills are essential.
  • Good oral and written communication.
  • Experienced stakeholder relationship effectiveness.
  • Proficient user of Excel, Word & PowerPoint

Our Perks

  • Location – This role will be based in North Lakes. 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.
  • 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 your great discounts, offers and programs across a range of areas.

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.

We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer If this sounds like you, apply today.

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.

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