About the job
As a Senior Forecasting Analyst at Optus, you will play a crucial role in shaping a data-driven workforce strategy that enhances customer experiences. Your expertise in accurate forecasting and strategic workforce planning will directly impact the efficiency and success of various teams. Collaboration is key, as you will work closely with leaders and teams to optimize resources and support business goals.
You'll be responsible for
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Building forecasts
Building accurate long- to medium-term demand forecasts across multiple contact types.📉
Analysing trends
Analysing trends in volumes, productivity, shrinkage, attrition and operational drivers to refine workforce models.🤝
Partnering with leaders
Partnering with operational leaders, Transformation and WFP teams to align forecasts with business plans and upcoming initiatives.Key criteria
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Forecasting experience in contact centres
Proven experience in forecasting or workforce planning within a contact centre environment.View
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Advanced analytical skills
Strong analytical skills with advanced Excel; knowledge of Tableau and Power BI is a plus.View
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Complex demand model development
Experience building and refining complex demand models for accurate forecasting.View
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