Workforce Data & Forecasting Lead

mmsg; City of Melbourne; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Parental leave (12 weeks)

Novated leasing

Wellbeing platform

Learning & development

Share plan

Volunteer leave

Hybrid working

Job summary

MMS is seeking a Workforce Data & Forecasting Lead in Melbourne to turn data into trusted insights and drive capacity planning for Maxxia and RemServ Operations. You will forecast demand, build staffing models and influence decision-making with accurate analytics.

The role requires strong forecasting experience, ability to translate forecasts into staffing plans, and proficiency with WFM platforms. We offer hybrid working, learning opportunities and a supportive culture.

Qualifications

• 7+ years of forecasting experience in contact centre or processing environments.
• Ability to translate forecasts into staffing requirements and service risk visibility.
• Experience using Genesys Cloud WFM or another enterprise WFM platform for forecasting, scheduling or interval-based planning.
• Strong understanding of WFM metrics and interval-based forecasting methodologies.
• Ability to simplify complex workforce data into clear, actionable insights.

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

Staffing translation

Analytics

WFM systems

Stakeholder influence

Tools

Genesys Cloud WFM

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's how you will make a difference in this role...

As the Workforce Data & Forecasting Lead you'll turn data into clear insights the business can trust . You'll be responsible for forecasting, workforce analytics and capacity planning across Maxxia and RemServ Operations ; provid ing accurate demand forecasts, workforce models and planning insights that enable the business to make informed decisions regarding workforce requirements, service delivery, operational performance and future growth.

Your key responsibilities in this role will include:

• 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.

To be considered for this role you will have:

• Demonstrated forecasting experience (7+ years) within contact centre and/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, 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.
• Confident using workforce management systems, analytics tools and 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 opportunities to support your career growth
• Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations
• Default Income Protection Insurance reimbursed for members of the MMS Default Super Fund
• Exempt Employee Share Plan
• Volunteer leave & Career break
• MMS Rewards program

Embracing our value of Everyone Matters we 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 [e-mail]