Workforce Data & Forecasting Lead

Plan Partners; City of Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Novated leasing

12 weeks parental leave

Learning & development

Wellbeing platform

Income protection

Employee share plan

Volunteer leave

Hybrid working

Job summary

The McMillan Shakespeare Group (MMS) is looking for a Workforce Data & Forecasting Lead based in Melbourne. You will turn data into clear, trusted insights to inform workforce decisions across contact centre and processing operations.

You will own forecasting methods, capacity frameworks and analytics standards, uplift planning capability, and build practical models to guide staffing and service delivery while partnering with stakeholders to improve performance.

Qualifications

• 7+ years forecasting experience in contact centre/processing environments.
• Translate forecasts into staffing requirements and service risk visibility.
• Experience with enterprise WFM platforms and forecasting.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to simplify complex data into clear insights.
• Effective communication with 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

Stakeholder communication

Data storytelling

Tools

Genesys Cloud WFM

Enterprise WFM platforms

SQL

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 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; providing 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.

You’ll own the forecasting methods, assumptions, models and capacity frameworks that shape decisions across contact centre and processing operations, uplifting workforce 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-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.

If you identify as a person living with disability and require adjustments to our recruitment process, please contact us at [e-mail]

The McMillan Shakespeare Group (MMS) is a trusted provider of salary packaging, novated leasing, disability plan management and support co‑ordination, asset management and related financial products and services. From our origins in 1988 when we created Australia’s salary packaging industry to today, MMS has a proud history of innovation and exceptional service. Through our subsidiaries, we offer a breadth of services and expertise designed to responsibly deliver superior long‑term value to our clients and customers, which include Federal and State governments and some of the largest public and private sector, health and charitable organisations.