Workforce Data & Forecasting Lead

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; providing 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. 

You’ll own the forecasting methods, assumptions, models and capacity frameworks that shape decisions across contact centre and processing operations, uplifting 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.