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Senior Analyst - Workplace Forecasting

Job Seekers Australia Accounting & Finance Financial Services

Job Summary

  • Sydney CBD
  • Permanent
  • BBBH774951
  • Feb 04, 2021
  • $80k - $100k
Job Description

Workplace Forecasting Senior Analyst - Permanent Opportunity - $90-$95k - Leading Australian Bank - Fantastic Hands on Experience

Job Description

    • Permanent Full Time Opportunity
    • Utilise your skills to manage and produce all workload and staffing requirement forecasting processes using best practice methodologies

    See yourself in the team

    The Workforce Management Team is responsible for supporting all aspects of Workforce Planning & Real Time Support for the channels within Direct Channels, this includes but is not limited to Contact Centres (Direct Banking, Direct Lending), across a number of existing and future channels

    Do work that matters

    Reporting to the Senior Manager Workforce Planning Partnership, you will provide support to the Contact Centre Channels in relation to all processes relating to Forecasting and Operational Planning of their contact centre workforce. This role comprises managing and producing all workload and staffing requirement forecasting processes using best practice methodologies.

    More specifically you will

    • Support & delivery of all aspects of forecasting processes from intra-day through to budget planning processes
    • Create and maintain agreed Line of Business Charters/SOPS to ensure all process are mapped, documented and agreed by all parties inclusive of WFP, RTS & Operational Teams
    • Identification of continuous improvement opportunities for all forecasting, scheduling & delivery processes
    • Maintain the group's workforce management systems including data entry, scenario maintenance, user management and general product capability knowledge to the business
    • Make recommendations based on sound analysis relating to planning, deployment and change management of the relevant forecasting process

    We want to hear from you if you have

    • Experience forecasting short, mid and long term workload in a busy, commercial, competitive Workforce Planning/Contact Centre environment (Required)
    • Any qualifications from the Aspect & Genesys product suites would be an advantage
    • Workforce Planning fundamentals (such as offered by COPC, Call Design (or equivalent institutions) is desirable. Qualification in other contact centre data technologies is advantageous
    • Agile process delivery & mindset is advantageous, but a willingness to undertake relevant training is a mandatory requirement

    If you are confident you have the above experience I would love to hear from you, please hit the apply button below or send your CV to


Consultant Details

Consultant Details

Melinda Bullock
  • Consultant | Accounting & Finance
  • +61 (0)2 8986 3149