Vodafone Hiring for Forecasting Specialist Job at Auckland , New Zealand Full Time

A Bit About the Role

Tihei mauri ora! Tēnā koutou katoa.
“Behold, there is life! Acknowledgement to all.”

At Vodafone, we’re committed to providing you with a friendly workplace environment where you can manage home and work balance through our leading flexible working practises. We value the diversity of thought, perspective and backgrounds our people bring to work with them every day. Our vision is to create a better future for Aotearoa New Zealand through remarkable technology that simplifies lives and businesses. We support our communities through the Vodafone New Zealand Foundation with an ambitious goal to halve the number of disadvantaged young people in Aotearoa by 2027.

Reporting directly to the Commercial & Planning Manager, the purpose of the Forecasting Specialist role is to create and maintain intraweek/intraday forecasts across all customer channels. This position plays a key role in creating a positive customer experience, providing forecasting and continuous improvement to Vodafone’s Partner teams.

The role has strong linkages to the strategic planning and long-range forecasting function, scheduling, real-time management and operational reporting teams to ensure continuity and effective resource planning to meet customer demand. The role involves utilising workforce management data, call management data and proactively sourcing information around future impacting projects, updates or changes to build tactical resource planning forecasts.

What Will I Be Doing?

• Delivering intraweek/intraday tactical forecasts for Vodafone’s contact centre and Partner teams in line with agreed timelines
• Understand and interpret performance data and forecast workload to clearly articulate risks and issues to customer experience to key stakeholders
• Identify optimisation opportunities and provide recommendations on delivering better customer experience/increased efficiency across customer channels
• Complete adhoc ‘what if’ scenario modelling and impact assessments for tactical resourcing changes/options as required
• Working to identify drivers and trends in call delivery patterns, looking particularly at impacts from one-off events

What Will I Bring?

Our ideal candidate will bring excellent communication skills, as well as ability to multiple task, handle pressure and conflicting priorities. You will also bring:

• Extensive experience in similar roles, with resource planning and workload forecasting to business requirements Workforce Management (eWFM, Verint or similar)
• Exposure to contact centre working environments and extensive knowledge and experience in WFM tools and applications (Experience of Verint is preferred but not essential)
• Forecast modelling expertise
• Advanced Microsoft Excel
• Possess excellent attention to detail / data accuracy and presentation skills

Please note:

• We will be considering applicants based locally due to the nature and urgency of this hiring. Citizenship, PR, Work visa (Must have minimum of 12 months remaining on Work visa ) is required to apply.
• This position can be based either in Auckland or Christchurch

At Vodafone, performance is not only about what we deliver within our role, but also how we deliver it. We are Fanatical about customers; we Simplify & act now; we Own it; and we Front up with feedback. Our behaviours are driven from the front by our people who live them every day.

Joining the Vodafone whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

Me mahi tahi tātou mo te oranga o te katoa.
“We work together for the benefit of all”