Job Description
At MMS we're proud of our history, our heart, and our commitment to making a difference to people's lives.
We care because people matter.
We collaborate because the greatest achievements are made together, and we continuously create because some of the best innovations have yet to be imagined.
Here'show you will make a difference in this role...
As theWorkforce Data & ForecastingLeadyou'llturn data into clear insights the business can trust.
You'llberesponsible forforecasting,workforceanalyticsandcapacity planningacrossMaxxiaandRemServOperations;providingaccuratedemandforecasts, workforce models and planning insights that enable the business to make informeddecisionsregardingworkforcerequirements, service delivery,operationalperformanceandfuture growth.
You'llowntheforecastingmethods,assumptions,modelsandcapacityframeworksthatshape decisionsacross contactcentreand processing operations, upliftingworkforce planningcapability,strengtheningreporting standards and building smarter, more practical workforce models.
At MMS clear expectations help our people Be the Difference.
Your key responsibilities in this role will include:
Lead long-term,short-termand intraday forecasting across contactcentreand processing workloads.
Providevisibility of demand, staffingneeds, service risks,costimpactsandoperationaltrade-offs.
Build,validateand continuously improveforecasting modelsusingtrends,driversandscenario modelling.
Develop capacity plans aligned to forecast demand,serviceobjectivesandoperational requirements.
Own workforce planning models, staffing assumptions, data definitions,analyticsstandardsandreporting requirements.
Translate workforce data into insights and recommendations that improve service performance,workforceefficiencyandplanning outcomes.
To be considered for this role you will have:
Demonstrated forecasting experience (7+ years) withincontactcentreand/orprocessing environments.
Proven ability to translate forecasts into staffing requirements and service risk visibility.
Experience using Genesys Cloud WFM (preferred)



or another enterprise WFM platform forforecasting,schedulingorinterval‐based planning.
Strong understanding of WFM metrics and interval‐based forecasting methodologies.
Experiencevalidating,reconcilinganddocumenting datasets to ensure trust and accuracy.
Strong analytical and problem‐solving capability with high attention to detail.
Ability to simplify complex workforce data and forecasts into clear, actionable insights.
Confident using workforce management systems, analyticstoolsand technology to improve forecasting accuracy and workforce planning outcomes.
Effective communicator who can influence operational and non‐technical stakeholders.
What we can offer you:
Robust culture and the support of a values-based recognition program
Novated leasing benefits and discounts
12 weeks paid parental leave
Comprehensive learning and development opportunitiesto support your career growth
Sonder digital wellbeing platform, providing personalised support 24/7, plus annual flu vaccinations
Default Income ProtectionInsurancereimbursedfor members of the MMS Default Super Fund
Exempt Employee Share Plan
Embracing our value ofEveryone Matterswe hold a collective commitment to foster an environment where all differences are valued and respected.
We encourage individuals from all backgrounds including Aboriginal and Torres Strait Islander peoples, those caring for someone or living with a disability, LGBTQIA+ and culturally diverse applicants to apply.
We value the skills and attributes veterans can bring to our organisation.
We embrace hybrid working and welcome conversations about flexibility.
Please note all successful candidates will undergo background checks (including criminal history and ASIC checks) and an NDIS Workers Screening Check if appropriate.
All information provided will be treated confidentially.
We acknowledge Aboriginal and Torres Strait Islander people as the Traditional Custodians of the lands where we live, learn and work.
If you identify as a person living with disability and require adjustments to our recruitment process, please contact ******

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