Workforce Data & 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

At MMS we're proud of our history, our heart, and our commitment to making a difference to people's lives. We care because people matter. We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined.

Here’show you will make a difference in this role…

As theWorkforce Data & ForecastingLeadyou’llturn data into clear insights the business can trust.You’llberesponsible forforecasting, workforceanalyticsand capacity planning acrossMaxxiaandRemServOperations;providingaccuratedemand forecasts, workforce models and planning insights that enable the business to make informed decisionsregardingworkforce requirements, service delivery, operationalperformanceand future growth.

You’llowntheforecastingmethods,assumptions,modelsand capacityframeworksthat shape decisionsacross contactcentreand processing operations, upliftingworkforce planning capability,strengthening reporting standards and building smarter, more practical workforce models.

At MMS clear expectations help our people Be the Difference. Your key responsibilities in this role will include:

Lead long-term,short-termand intraday forecasting across contactcentreand processing workloads.

Providevisibility of demand, staffingneeds, service risks, costimpactsandoperational trade-offs.

Build,validateand continuously improveforecasting models usingtrends,driversand scenario modelling.

Develop capacity plans aligned to forecast demand, serviceobjectivesand operational requirements.

Own workforce planning models, staffing assumptions, data definitions, analyticsstandardsand reporting requirements.

Translate workforce data into insights and recommendations that improve service performance, workforceefficiencyand planning outcomes.

To be considered for this role you will have:

Demonstrated forecasting experience (7+ years) within contactcentreand/or processing environments.

Proven ability to translate forecasts into staffing requirements and service risk visibility.

Experience using Genesys Cloud WFM (preferred) or another enterprise WFM platform for forecasting,schedulingor interval‑based planning.

Strong understanding of WFM metrics and interval‑based forecasting methodologies.

Experience validating,reconcilingand 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.

Confident using workforce management systems, analyticstoolsand technology to improve forecasting accuracy and workforce planning outcomes.

Effective communicator who can influence operational and non‑technical stakeholders.

What we can offer you:

• Strong culture and the support of a values-based recognition program
• Novated leasing benefits and discounts
• 12 weeks paid parental leave
• Comprehensive learning and development opportunitiesto support your career growth
• Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurancereimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan

Embracing our value ofEveryone Matterswe hold a collective commitment to foster an environment where all differences are valued and respected.

• We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
• We value the skills and attributes veterans can bring to our organisation.
• We embrace hybrid working and welcome conversations about flexibility.

Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate. All information provided will be treated confidentially.

We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at***************@mmsg.com.au