Senior Demand Analyst

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

Join us in shaping a data‑driven workforce strategy that supports exceptional customer experiences. As a Senior Forecasting Analyst, you’ll deliver accurate forecasting, actionable insights, and strategic workforce planning across Care, TEX, Messaging, and Credit & Collections. You’ll partner closely with leaders and onshore/offshore teams to optimise resources, improve efficiency, and support business goals.

We are open to applications from Sydney, Melbourne and Adelaide.

This is a 12 month maternity leave cover.

What You’ll Do | Your day to day will consist of

• Build accurate long‑ to medium‑term demand forecasts across multiple contact types.
• Analyse trends in volumes, productivity, shrinkage, attrition and operational drivers to refine workforce models.
• Partner with operational leaders, Transformation and WFP teams to align forecasts with business plans and upcoming initiatives.
• Recommend FTE requirements, induction plans, training needs and leave strategies.
• Manage and improve forecasting processes, documentation, and accuracy.
• Support budgeting cycles with manpower planning and commercial input.
• Provide regular reporting and insights across voice, messaging, case and email channels.
• Educate stakeholders on forecasting metrics and operational impacts.

What You Bring | What makes you perfect for the role?

• Proven experience in forecasting or workforce planning within a contact centre environment.
• Strong analytical skills with advanced Excel; exposure to Tableau, Power BI and WFMS is an advantage.
• Experience building and refining complex demand models.
• Ability to interpret data, conduct root‑cause analysis and translate insights into clear actions.
• Strong stakeholder engagement, communication and influencing skills.
• 5+ years’ experience in advanced workforce planning, ideally in a multiskilled environment.
• Understanding of industrial/workforce agreements and labour planning impacts.
• A collaborative, proactive teammate who champions continuous improvement.

What’s in it for you?

• Competitive compensation and colleague discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and outstanding shopping discounts with our retail partners.
• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym, and on-site childcare centre.
• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you.
• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks.
• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities.
• Foster meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video.
• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon.

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 AccessibleRecruitment@optus.com.au or call 1800 309 170. We're here to help. When you contact us, please advise your preferred method of contact, and we will be in touch within 48 hours.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity