Melbourne, Australia
Company: Singtel Group
Every day, millions of Australians connect, work, stream, and stay in touch on the Optus network. When it works seamlessly, it’s easy to take for granted. But behind it is a team making thousands of decisions every day - decisions that keep people, businesses and communities connected. Right now, Optus is passionate about getting the fundamentals right - simplifying how we work, lifting standards, and building a more reliable, resilient experience for our customers. It’s not about superficial change. It’s about how we make decisions, how we collaborate, and how we deliver.
In the role of Senior Workforce Planning Analyst you will contribute significantly to crafting Optus’s process for forecasting, planning, and managing workload within the remediation team. Located within the Strategic Workforce & Demand Planning area, this position leads the approach to forecasting and planning. It ensures resourcing decisions rely on data, consider risks, and support customer and commercial objectives. This role is ideal for someone who can operate confidently in ambiguity. They build fit-for-purpose forecasting approaches when data is imperfect. They translate evolving remediation demand into clear workforce recommendations. The successful candidate will need excellent judgement, structured scenario modelling, and a pragmatic approach to planning under constraints.You will partner closely with operations, remediation program leads, finance, risk, and data teams. Your role includes providing planning clarity, identifying capacity risks early, and supporting remediation commitments delivery in a controlled, transparent way.
If you are passionate about building practical workforce plans, energised by solving complex operational problems, and motivated to improve remediation outcomes for customers and the business, this is the opportunity for you!
Please note this is a 12 month fixed term opportunity.
What You’ll Do | Your day to day will consist of
- Lead the complete end-to-end forecasting process for remediation-related workload, transforming forecast demand into workforce plans, capacity views, and resourcing recommendations.
- Develop and maintain balanced forecasting models for remediation activity that achieve the right customer outcomes.
- Translate remediation program requirements into practical workforce assumptions covering volumes, efficiency, handling effort, timing, and delivery risk.
- Coordinate the full forecasting and planning process for the remediation teams including: long term resource planning, budget, capacity management, scheduling, real-time execution and delivery governance.
What You Bring | What makes you perfect for the role?
- Demonstrated experience in contact centre workforce planning, demand forecasting, capacity planning, or operational planning in a large, complex organisation.
- Experience supporting remediation, regulatory, risk, or high-volume operational programs where workload patterns and assumptions may evolve over time.
- Strong understanding of risk management and compliance.
- Strong analytical capability, including experience building forecasting models, scenario analysis, and risk-based planning views.
The good stuff…. | What’s in it for you?
- Competitive remuneration, plus $80 monthly credit, 25% off Optus products and exclusive shopping discounts with our retail partners — making everyday life a little more affordable.
- Genuine Flexibility - work three days in the office, two days from wherever works best for you.
- An office campus that has it all - cafes, chill out zones, GP, post office, gym and on-site childcare centre. It’s built for real life.
- Great leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever matters most to you.
- Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
- Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+).
- Your wellbeing matters, so we offer free counselling and support services, available 24/7 in-person, by phone, SMS, or video.
- A free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. Or, heaps of onsite parking. Plus, end of trip facilities with lockers, showers, irons and hair dryers.
Not every box ticked? Apply anyway. We believe the right approach matters more than a perfect CV. We’ll back you to grow from there!
At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [email protected] or call 1800 309 170.
For more information on Diversity, Inclusion & Belonging at Optus, please visit [https://www.optus.com.au/about/inclusion-diversity](https://www.optus.com.au/about/inclusion-diversity)
