Workforce Data & Forecasting Lead

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’s  how you will make a difference in this role…

As the   Workforce Data & Forecasting   Lead   you’ll   turn data into clear insights the business can trust .    You’ll   be   responsible for   forecasting, workforce   analytics   and capacity planning across   Maxxia   and   RemServ   Operations ;   provid ing   accurate   demand forecasts, workforce models and planning insights that enable the business to make informed decisions   regarding   workforce requirements, service delivery, operational   performance   and future growth.

Y ou’ll   own   the   forecasting   methods,   assumptions,   models   and capacity   frameworks   that shape decisions   across contact   centre   and processing operations , up lift ing   workforce planning capability ,   strengthening reporting 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-term   and intraday forecasting across contact   centre   and processing workloads.

- Provide   visibility of demand, staffing   needs , service risks , cost   impacts   and   operational trade-offs.

- Build,   validate   and continuously improve   forecasting models using   trends,   drivers   and scenario modelling .

- Develop capacity plans aligned to forecast demand, service   objectives   and operational requirements.

- Own workforce planning models, staffing assumptions, data definitions, analytics   standards   and reporting requirements.

- Translate workforce data into insights and recommendations that improve service performance, workforce   efficiency   and planning outcomes.

To be considered for this role you will have:

- Demonstrated forecasting experience (7+ years) within contact   centre   and/or processing environments.

- Proven ability to translate forecasts into staffing requirements and service risk visibility.

- Experience using Genesys Cloud WFM (preferred) or another enterprise WFM platform for forecasting,   scheduling   or interval‑based planning.

- Strong understanding of WFM metrics and interval‑based forecasting methodologies.

- Experience   validating ,   reconciling   and documenting 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, analytics   tools   and technology to improve forecasting accuracy and workforce planning outcomes.

- Effective communicator who can influence operational and non‑technical stakeholders.

What we can offer you:

·         Strong culture and the support of a values-based recognition program

·         Novated leasing benefits and discounts

·         12 weeks paid parental leave

·         Comprehensive learning and development opportunities  to support your career growth

·         Sonder digital wellbeing platform , providing personalised support 24/7, plus annual flu vaccinations

·         Default Income Protection Insurance  reimbursed for members of the MMS Default Super Fund

·         Exempt Employee Share Plan

·         Volunteer leave & Career break

·         MMS Rewards program

Embracing our value of  Everyone Matters  we 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 us at  [email protected]