Senior Demand Forecasting Analyst

Optus is an Australian telecommunications company, providing over 11 million services daily to our customers through mobile, broadband, and digital solutions. Our team focuses on delivering outstanding service and innovative offerings to our customers. We are looking for a motivated and highly skilled Senior Demand Forecasting Analyst to join us and support our contact centres. 

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

• Developing and maintaining advanced processes to research and collate insights that support the Demand Forecasting Process across various channels. 

• Working closely with stakeholders such as the Transformation team, insights communities, channel leads, initiative owners, and partners. We ensure forecasted demand and workforce models are understood, agreed upon, and supported. 

• Providing detailed trend analysis of call volumes, shrinkage, occupancy, and other metrics imperative to understanding demand drivers or variance. 

• Managing various data points and reports to build meaningful intelligence related to demand, capacity, leave management, and work allocation. 

• Conducting in-depth analysis of initiatives and making recommendations for future inclusion in demand assumptions. 

• Identifying workforce improvement opportunities and driving guideline implementation to deliver an optimised workforce without negatively impacting the customer. 

• Owning and governing long-term demand assumptions, scenarios and sensitivities to support workforce strategy, budgeting and investment decisions.  

• Developing and presenting scenario-based insights and “what-if” modelling to support executive decision-making and business trade-offs.  

• Translating complex forecasting outputs into clear, actionable narratives for senior leaders, confidently challenging assumptions where required.  

• Driving continuous improvement in forecast accuracy, bias reduction and demand modelling methodologies across channels. 

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

• Extensive experience with demand forecasting and planning in large complex environments. 

• Strong analytical expertise to determine opportunity areas and drive optimised rostering. 

• Demonstrated ability to influence senior stakeholders and challenge business assumptions using data-driven insights.  

• Strong experience in scenario modelling, sensitivity analysis and long-range planning to support strategic workforce and financial decisions.  

• Proven capability in operating within complex, multi-channel contact centre environments with high variability and competing priorities. 

• Proven interpersonal skills with high-quality written and verbal communication. 

• Proven achievement in a comparable position, with the capability to develop and guide effective teams. 

• Experience in crafting and managing complex forecast models, including advanced statistical analysis. 

• Proficiency in using Tableau, Excel, PowerBI and other reporting and workforce analytics tools. 

• Solid understanding of Workforce Planning (WFP) principles and metrics. 

The good stuff…. | What’s in it for you? 

• Competitive remuneration 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. 

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home. 

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym, and on-site childcare center. 

• 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. 

• Build 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 counseling 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.  

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