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Demand Manager

Date: 12-Jun-2019

Location: Sydney (Macquarie Park HQ), Australia

Company: Singtel


Why Optus?


Optus is no longer just a traditional telco and we have transformed into a mobile-led multimedia company that delivers content and experiences. Importantly, we see ourselves leading Australia in outstanding customer experience with priority being our digital channels. We listen, we learn, we differentiate.


Do you see yourself as part of our Digital Consumer story?


The ‘Service’ business unit is one of the largest segments of Digital Consumer and across Optus, supporting more than 9,000,000 residential and business customers across mobile and fixed product sets. The Demand Team is responsible for the short, medium, and long-term forecasting for all customer contact points excluding retail.


As a Demand Manager, in this 12-month fixed term role; your primarily responsibly will be the management and development of the team using advanced analytics models that conduct medium to long term forecasting, performance and budgetary analysis for the greater Service Contact Centre groups. This is a critical position within Service as it has a significant impact on the service experience of our customers and the cost to serve of our business. This is achieved by ensuring the team consists of appropriately trained people, has mathematically sound procedures and professional discipline, has the required business acumen to understand the priorities of the business and develop suitable solutions to optimise service performance with limited resources.


As a senior member of the Demand/Performance Intelligence Team, you will be required to work with, collaborate and share knowledge and best practice processes with the group and to have significant contributions to initiatives through analysis of operational performance to provide recommendations for call reduction programs.


What makes you perfect for the role?


To succeed in this role, you will have a good understanding of complex processes and business rules, managing conflicting stakeholder objectives and working with the required teams to propose a solution design that satisfies the business need within system limitations, time, resource and budget constraints.


Additionally, your skills and experience include:

  • Proven previous experience in a similar industry role
  • Relevant Tertiary qualifications in Mathematics, Engineering and/or Business Finance
  • Demonstrated knowledge of mathematical modelling and experience creating sophisticated spreadsheet data models to present effective recommendations
  • Statistical modelling experience; including (but not limited to), optimisation of stochastic processes, linear and nonlinear optimisation, distribution fitting, univariate and multivariate regression and survival analysis
  • Analytical, planning, decision-making and change management skills
  • Functional understanding of business, sales, marketing principles, and operations
  • Proven negotiation, stakeholder management and team leadership experience
  • Experience using Call Routing software, for statistical and reporting purposes
  • Proficiency with SQL, Excel (Macro development), Visual Basic (VBA), MS Suite and Workforce Management System are desired


Optus is a truly a great place to work because tomorrow is ours to create. 


Visit to learn more about working for us. 


Please apply in confidence via the online function.




Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

Heads Up!
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!

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