The role
Our Senior Forecasting Leads are responsible for the strategic oversight and execution of accurate workforce planning forecasts, providing exceptional support to our Frontline Contact Centres.
The role drives long-term business planning and short-term operational forecasting, optimising resource allocation and providing strategic insights to support divisional objectives. You'll also lead and develop a team of Forecasters, ensuring the application of industry best practices.
Leadership Accountabilities
As a leader at A&G, you'll role model our values, culture and ways of working, leading with high performance and high integrity, and finding solutions that benefit our customers, business, employees and suppliers. You'll be expected to demonstrate commercial discipline, challenger ambition, effective risk management and a One Team mindset.
Position Accountabilities
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Strategic Forecasting Leadership & Performance:
- Lead the forecasting function for your division, delivering accurate long and short-term customer demand and supply forecasts.
- Develop and maintain advanced forecasting methodologies and models that reflect current business assumptions and future strategic direction
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Oversee the end-to-end forecasting process, from data collection and analysis through to model development, validation and presentation to divisional leadership
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Quantify the impact of key drivers (volume, AHT, shrinkage, attrition, intra-day alignment) on service levels and operational efficiency
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Conduct scenario modelling for planned changes, campaigns or strategic initiatives, providing clear recommendations and identifying risks
- Team Leadership & Development:
- Lead, mentor and develop a team of Forecasters, fostering a high-performance culture focused on accuracy, innovation and continuous improvement
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Provide expert coaching on complex forecasting challenges, analytical techniques and the effective use of WFP tools
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Manage the performance and professional development of direct reports
- Strategic Analysis & Reporting:
- Translate complex forecasting data into clear, actionable insights for divisional and executive leadership
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Develop and present reports and recommendations on resourcing strategies, capacity requirements and operational performance
- Stakeholder Engagement & Consultancy:
- Act as a trusted advisor to your division, building strong relationships with operational leaders, finance and key business partners
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Influence decisions on resourcing and operational strategy by providing robust, data-driven insights
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Ensure effective communication of forecasting outcomes, assumptions and potential impacts to all relevant stakeholders
What experience you’ll bring
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Minimum 3+ years of experience in Workforce Planning, demonstrating capabilities with either leading forecasting or senior specialist roles within a high-volume contact centre environment.
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Expertise in strategic operational forecasting, and capacity planning across multiple channels (telephony, digital, back-office).
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Advanced proficiency in WFP software (e.g., Genesys WFP, Aspect) and capability in data modelling/analytical skills.
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Thorough understanding of contact centre metrics, drivers, and operational dynamics.
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Exceptional analytical, problem-solving, and critical thinking abilities.
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Effective communication, presentation, and stakeholder management skills, with the ability to influence at all levels.
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Demonstrated ability to translate complex data into actionable business insights and recommendations.
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Knowledge of Australian employment law and compliance requirements related to workforce management.
The benefits of working at A&G
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Be rewarded - we recognise high performance and reward our people for their hard work through bonuses and other perks.
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Options for leave - life happens, so we’ve got volunteer days, an additional paid ‘ME’ day, paid parental leave and the opportunity to purchase additional leave to cover all of the big stuff.
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Grow with us - we’ve got learning and professional development opportunities to suit everyone.
- Give back - our A&G Difference program gives you the power to change our community for the better through volunteering, fundraising and donation opportunities for causes that you’re passionate about.
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Take care of yourself - your wellbeing is important to us and our healthy mind and body hub, mental-health support and fitness discounts will help you be your best self.
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Celebrate the wins - we love sharing our successes and celebrating together - join us and you’ve got a ticket to our many on-site events throughout the year, family fun days and annual celebrations.
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Save money - as well as discounts on insurance products, we’ve teamed up with some incredible retailers, hospitality providers and others to bring you discounts on your purchases, no matter where you are in Australia.
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Access to A&G’s employee reward and recognition platform, powered by Rewards Gateway - Enjoy a wide range of benefits, including personalised rewards & peer-to-peer recognition, exclusive discounts & savings across more than 600 top retailers and a comprehensive recognition program that celebrates milestones and achievements - helping you feel valued every step of the way.
About us
Auto & General (A&G) is the fastest-growing major Motor and Home insurer in Australia, providing insurance products and solutions to safeguard a brighter future for our customers and community.
Our range of general insurance products including Car, Motorcycle, Home, Contents Pet and Travel products are delivered through our multi-award-winning brand Budget Direct and partnerships with leading brands - ING, Qantas, and Coles Insurance.
We’re excited about the future and we’re always on the lookout for talented, passionate individuals who can help us achieve our goal of being Australia’s best insurer! If this sounds like you, apply today.
Auto & General values individual differences and believes in fostering an inclusive culture that creates a great place to work for all.
- A note from Auto & General to recruitment agencies: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business. Auto & General is not responsible for any fees related to unsolicited resumes.
