Strategic Workforce Forecasting Lead

Anglo Scottish Asset Finance Limited; Victoria; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Novated leasing

Parental leave

Learning & development

Wellbeing platform

Income protection

Employee share plan

Volunteer leave

Rewards program

Hybrid working

Job summary

MMS in Australia is seeking a Workforce Data & Forecasting Lead to turn data into clear insights for Maxxia and RemServ Operations. You will forecast, model capacity and provide planning insights to support service delivery and growth.

The role requires 7+ years in forecasting in contact centre or processing environments, experience with WFM platforms (Genesys Cloud WFM preferred), and strong analytical and stakeholder communication skills.

Qualifications

• 7+ years forecasting experience in contact centre/processing environments.
• Able to translate forecasts into staffing requirements and service risk visibility.
• Experience using Genesys Cloud WFM or similar enterprise WFM platform.
• Strong understanding of WFM metrics and interval-based forecasting.
• Experience validating datasets to ensure trust and accuracy.
• Strong analytical and problem-solving capabilities with high attention to detail.
• Ability to simplify complex workforce data into insights.
• Proficient with workforce management systems and analytics tools.

Responsibilities

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

Skills

Forecasting

WFM

Data analysis

Stakeholder communication

Analytical thinking

Problem solving

Insights translation

Tools

Genesys Cloud WFM

Job description

MMS in Australia is seeking a Workforce Data & Forecasting Lead to turn data into clear insights for Maxxia and RemServ Operations. You will forecast, model capacity and provide planning insights to support service delivery and growth.

The role requires 7+ years in forecasting in contact centre or processing environments, experience with WFM platforms (Genesys Cloud WFM preferred), and strong analytical and stakeholder communication skills.