Job Description - Principal Forecast Analyst (240001G4)
Job Number: Principal Forecast Analyst (240001G4)
About the role
Principal Forecast Analyst will be accountable for producing and administering staff forecasts for RACQ's frontline operations. As a Principal Forecast Analyst, you will produce short, medium and long term staffing forecasts, along with working closely with the Data Science team and senior leaders in the operations centres.
Please note this is a 12-month fixed term contract.
You will be responsible to:
Deliver insights and recommendations to senior leaders across the contact centres to address forecasted gaps in service level. Produce descriptive and diagnostic analytic solutions for business units across the group. Create visually compelling solutions to effectively communicate complex findings and insights to both technical and nontechnical stakeholders. Perform exploratory data analysis to identify trends, patterns, and correlations in data. Use statistical techniques to summarise and describe the characteristics of datasets. Provide subject matter expertise for all forecasting enquiries from stakeholders. Provide ad-hoc reporting and forecasting analyses for the business. About you
You will have a few years of experience in a contact centre forecasting environment, along with excellent customer service, communication, negotiation, and presentation skills to deliver results for the business. We will trust you to have:
Experience in producing capacity plans for the contact centre environment, along with developing forecasts for the same environment. Experience in using workforce optimisation software such as Alvaria WFM or similar. Demonstrated ability to drive continual improvement. Ability to analyse contact centre workforce data to develop insights. Proven ability to respond quickly and decisively to drivers within and external to the business. Ability to influence a diverse group of stakeholders. High degree of accuracy and attention to detail. Demonstrated high level of interpersonal skills for negotiating priorities and conflict resolution. Why join RACQ?
It is an exciting time to be part of RACQ as we continue our transformation towards better, smarter solutions that deliver more security and prosperity for Queenslanders. We are big enough to make a real difference in our community, yet small enough to nurture your professional and personal development.
By joining RACQ, you'll be part of new sustainability initiatives, including a commitment to being a carbon neutral organisation by 2030.
RACQ is committed to ensuring that every employee has access to flexibility in their role. We encourage all candidates to discuss what flexibility means to you, and how we can help you find your balance.
At RACQ we are passionate about building a diverse and inclusive workplace to create better outcomes for our employees and our members. We aim for our teams to be a true reflection of our communities and are committed to inclusion particularly for people of Aboriginal and Torres Strait Islander heritage, and those who may experience diversity or disability related barriers in securing employment. Applicants from these and other diverse backgrounds are encouraged to apply. If you have any support or access requirement, please advise us at the time of applying.
What we offer you:
Financial benefits and discounts on a range of banking, assistance and insurance products. Give back to our communities with paid volunteer leave, payroll giving and volunteering for community events. A range of flexible working and leave options, parental leave of 13 weeks primary carer leave, purchased leave up to 4 weeks per year, cultural observance leave, substitution of public holidays for cultural/religious reasons, personal leave for wellbeing, gender affirmation leave. Prioritise your wellbeing with discounts on health programs and access to wellbeing initiatives. Invest in your development with in-house development programs and access to an extensive digital learning platform. Please Note: to objectively and comprehensively assess your potential and suitability for the role, RACQ may require you to complete video interviews, psychometric assessments and/or criminal history check as part of the application process. If you require any adjustments during the application process, please advise the RACQ Careers team.
RACQ is a 'Circle Back Initiative' employer – we commit to respond to every applicant.
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