Optus7 followers91 jobs

Senior Demand Analyst

SeniorFull-timeHybridSouth Australia, AustraliaDataCustomer successBusiness analysis and strategyPosted 2 weeks ago
Pending fitX of Y criteria met

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

📅

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

📊

Forecasting experience in contact centres

Proven experience in forecasting or workforce planning within a contact centre environment.

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📈

Advanced analytical skills

Strong analytical skills with advanced Excel; exposure to Tableau and Power BI is an advantage.

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🔍

Complex demand model building

Experience building and refining complex demand models for accurate forecasting.

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5 criteria for this job
Forecasting experience in contact centres
Proven experience in forecasting or workforce planning within a contact centre environment.

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Advanced analytical skills
Strong analytical skills with advanced Excel; exposure to Tableau and Power BI is an advantage.

View

Complex demand model building
Experience building and refining complex demand models for accurate forecasting.

View

Stakeholder engagement skills
Strong communication and influencing skills for effective stakeholder collaboration.

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5+ years in workforce planning
5+ years’ experience in advanced workforce planning, ideally in a multiskilled environment.

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