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SalaryOur client, a dynamic and innovative financial institution company is currently seeking a skilled Forecasting & Capacity Analyst, to join their team and play a crucial role in optimizing their operational efficiency.
Position Overview:
As the Forecasting & Capacity Analyst, your role encompasses overseeing, enhancing, and sustaining telephony, digital, and back-office forecasts for the front-line business. This role involves creating accurate multimedia workload forecasts, ensuring service level agreements (SLAs) are met, and providing decision support capability. Collaborating with key business stakeholders, you will contribute to the design, implementation, and production of operational reporting to support the Forecast.
Position Responsibilities:
- Ensure forecast accuracy through continuous analysis and monitoring of capacity plan performance on key drivers.
- Design and maintain simulation models that reflect current business assumptions while allowing flexibility for key input variables.
- Communicate results regularly to key stakeholders, recommending changes to assumptions or data as needed.
- Conduct impact analysis using scenario modelling for planned changes or campaigns/initiatives.
- Provide detailed analysis, reporting, and recommendations to the business, identifying risks and dependencies.
- Brisbane based canddates only!
- 3 years of experience in Workforce/Resource Planning roles.
- Thorough understanding of long/short-term driver-based Forecasting and planning principles.
- Familiarity with industry methodologies relevant to contact centre operations.
- Technical knowledge of Workforce Management, Avaya CMS, and/or Interactive Intelligence software.
- Proficient in Microsoft Suite.
If this sounds like a good fit, apply directly or reach out to Jodie at . Please include "Forecasting & Capacity Analyst Application" in the subject line.
