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Forecasting & Capacity Analyst

Auto & General - Brisbane Grove, NSW

Customer Service & Call Centre
Source: uWorkin


  • Scope for career advancement as we continue exponential growth
  • Opportunity to make a difference in a large organisation
  • North Lakes location

The Role

Reporting to the Senior Manager Workforce Planning, the Forecasting & Capacity Analyst is an end to end Workforce Management role, providing the business with timely and accurate forecasting and scheduling models to ensure all expected results are achieved according to the business requirements.

Being a hybrid role in a fast-paced environment, it requires balancing and prioritising of workloads to meet your customers’ expectations.

Key Accountabilities

  • Responsible for developing long term (1-3 yrs.) & short-range (2 weeks, 6 weeks, 12 weeks) workforce management plans for the contact Centre’s and other production environments within the organization where such plans are applicable.
  • Liaise with Contact Centre Operations, Partnerships, Finance, Project Management, People & Culture, Intraday Real time, and Scheduling Analysts, to ensure accuracy of staffing requirements and seating requirements for the business based on capacity plans.
  • Design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input variables including call volume, AHT, load factors, service level, etc.
  • Ensure accuracy of forecast by monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month: call volume forecast, average handling time, shrinkage, load factors, attrition, signed on hours vs. target, etc.
  • Complete any impact analysis, using scenario modelling, from a forecasting perspective of any planned changes or campaigns/initiatives agreed.

  • Responsible for the effective preparation and presentation of all Customer Service contact schedules with a high degree of accuracy
  • Ensure all exceptions are accounted for based on consultant availability and optimal business requirements
  • Update parameters within the workforce management system to ensure most efficient scheduling of resources to meet service level and productivity goals
  • Schedule all off phone activities such as offline work, team meetings, coaching, training etc (shrinkage activities)
  • Manage Annual Leave requests from the business ensuring embargo periods are adhered too.
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and employee satisfaction

  • Communicate weekly and monthly results to Contact Centre management team to confirm or recommend any changes in assumptions of data, to ensure accuracy of staffing requirements on-going
  • Provide analysis to the Senior Workforce Manager to support the identification of risks, dependencies, and solutions where applicable
  • Perform other duties as required

Knowledge And Experience
  • High level of accuracy and attention to detail
  • Strong numerical, analytical & planning skills
  • Ability to make decisions in time sensitive, ambiguous situations.
  • Demonstrate good communication skills and operate in a professional manner in line with the company’s values
  • Ability to work to tight timeframes
  • Ability to communicate and influence key stakeholders
  • Self-education to stay current with new technologies, processes, and procedures
  • Preferred - Technical and demonstrated understanding of forecasting methodologies tools & processes
  • Preferred - knowledge of Contact Centre methodologies, operational principles, systems, and technology
  • Preferred - Proficient user of Excel, Word, PowerPoint, SAS, Aspect, CMS

Who Are Auto & General

Auto & General is the Australian arm of a private global group with 8,000 employees across 31 offices and over 8.9 million customers worldwide.

In Australia, Auto & General launched in 2000 and has grown to provide industry-leading motor, home, and travel insurance products both directly through Budget Direct and via industry leading partnerships. With an Australian team of 1400+ we are now looking for talented individuals who can help drive our ambitious growth plans.

Our Benefits
  • North Lakes location - work close to home and avoid the commute
  • Join our vibrant social and community activities including annual celebration, family fun days and regular events across each of our sites.
  • Enjoy additional leave days - ‘ME’ leave and ‘Volunteer Day’ leave.
  • Study support (up to 50% of tuition fees for relevant courses) and professional membership reimbursement.
  • Employee discounts on Car, Home, Travel insurance, Roadside Assistance.
  • Income protection insurance provided to support you in the event of non work-related illness or injury;
  • Discounts with a broad range of providers, including gym memberships, accommodation, dental care and more.

If you are seeking a new challenge and would enjoy the opportunity to work in a growing and changing business, click on the APPLY NOW button and submit your application.

  • 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.

    Auto & General welcome and value diversity in the workplace
  • Brisbane Grove, NSW

    Customer Service & Call Centre


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