Strategic Workforce Forecasting Lead

McMillan Shakespeare; City of Brisbane; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Strong culture

Novated leasing benefits

12 weeks paid parental leave

Learning and development

Sonder wellbeing platform

Income protection insurance

Employee share plan

Job summary

McMillan Shakespeare is seeking a Workforce Data & Forecasting Lead to turn data into trusted insights for Maxxia and RemServ operations. You will own forecasting methods, models and capacity frameworks shaping decisions across contact centre and processing workloads to drive efficiency and growth.

You will lead the forecasting discipline, build robust models, and translate workforce data into actionable recommendations for improved service performance and operational outcomes.

Qualifications

• 7+ years forecasting experience within contact centre or processing environments.
• Ability to translate forecasts into staffing requirements and service risk visibility.
• Experience using Genesys Cloud WFM (preferred) or another enterprise WFM platform for forecasting, scheduling or interval-based planning.
• Strong understanding of WFM metrics and interval-based forecasting methodologies.
• Experience validating, reconciling and documenting datasets to ensure trust and accuracy.
• Strong analytical and problem-solving capability with high attention to detail.
• Ability to simplify complex workforce data and forecasts into clear, actionable insights.
• Effective communicator who can influence operational and non-technical stakeholders.

Responsibilities

• Lead long-term, short-term and intraday forecasting across contact centre and processing workloads.
• Provide visibility of demand, staffing needs, service risks, cost impacts and operational trade-offs.
• Build, validate and continuously improve forecasting models using trends, drivers and scenario modelling.
• Develop capacity plans aligned to forecast demand, service objectives and operational requirements.
• Own workforce planning models, staffing assumptions, data definitions, analytics standards and reporting requirements.
• Translate workforce data into insights and recommendations that improve service performance, workforce efficiency and planning outcomes.

Skills

Forecasting

Workforce analytics

Capacity planning

Data storytelling

Stakeholder influence

Attention to detail

WFM knowledge

Tools

Genesys Cloud WFM

WFM platforms

Job description

McMillan Shakespeare is seeking a Workforce Data & Forecasting Lead to turn data into trusted insights for Maxxia and RemServ operations. You will own forecasting methods, models and capacity frameworks shaping decisions across contact centre and processing workloads to drive efficiency and growth.

You will lead the forecasting discipline, build robust models, and translate workforce data into actionable recommendations for improved service performance and operational outcomes.