Ubisoft

Workforce Management Analyst

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The Workforce Management Analyst ensures service performance and capacity align with Service Level Targets and business demand. This role involves developing accurate workload forecasts, headcount plans, and capacity models to enable stable, predictable, and cost-effective service operations. The analyst monitors trends, performs variance reviews, identifies risks, and supports continual improvement initiatives, partnering with various teams to ensure operational excellence and service level adherence.

Technical Lead [Quality Foundations]

The Workforce Management Analyst ensures that service performance and capacity remain aligned with agreed Service Level Targets and business demand, contributing directly to the organization’s Service Value Chain. This role supports Capacity & Performance Management and Workforce & Talent Management practices by producing accurate workload forecasts, headcount plans, and capacity models that enable the delivery of stable, predictable, and cost-effective service operations.The analyst performs continuous monitoring, trend analysis, and variance reviews to identify risks to service performance, contributes to Service Level Management through data-driven insights, and partners with Vendor Operations, Analytics, and Finance to support Continual Improvement initiatives and Operational Excellence.<h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">ESSENTIAL DUTIES AND RESPONSIBILITIES:</h3>Core duties and responsibilities include the following. Other duties may be assigned.<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Capacity & Performance Management</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Develop accurate mid-to-long-term workload and capacity forecasts, using historic performance trends and known business drivers to ensure service capacity meets demand.</li><li class="leading-relaxed">Translate workload forecasts into actionable resource and staffing plans, considering training lead times, attrition trends, handle time variability, and seasonal patterns.</li><li class="leading-relaxed">Generate intraday forecasts to define the number of agents needed per hour per forecast group</li><li class="leading-relaxed">Conduct capacity risk assessments and propose mitigation strategies to prevent service degradation.</li><li class="leading-relaxed">Perform post-implementation variance analysis to identify forecasting deviations and continuously improve accuracy.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Service Level Management</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Align staffing and performance plans with agreed SLAs/OLAs, ensuring sufficient capacity to meet service availability, response, and resolution targets.</li><li class="leading-relaxed">Partner with Vendor Operations to ensure operational performance aligns with contractual service levels and KPIs.</li><li class="leading-relaxed">Support governance reviews by providing regular reports on service level adherence, workforce utilization, and contact-to-capacity ratios.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Workforce & Talent Management</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Collaborate with internal and external service delivery teams to ensure right-sized, right-skilled staffing aligned to service demand.</li><li class="leading-relaxed">Monitor shrinkage, absenteeism, and attrition trends to identify root causes and support corrective action plans.</li><li class="leading-relaxed">Contribute to the resource onboarding and readiness process by providing data to support training and recruitment scheduling.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Measurement & Reporting</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Develop and maintain real-time and historical dashboards (e.g., Power BI) to provide visibility into forecast accuracy, utilization, adherence, and SLA performance.</li><li class="leading-relaxed">Produce scenario (“what-if”) analyses to support strategic planning and business continuity decisions.</li><li class="leading-relaxed">Generate ad-hoc operational and analytical reports to support decision-making across Workforce, Operations, and Finance.</li></ul><h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">Continual Improvement & Governance</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Articulate reasons for forecast variance and recommend changes to enhance accuracy</li><li class="leading-relaxed">Participate in Service Review Meetings, presenting capacity and performance metrics and recommending improvement actions.</li><li class="leading-relaxed">Support Continual Improvement initiatives by identifying efficiency gains, automation opportunities, or process optimizations.</li><li class="leading-relaxed">Ensure all workforce-related data and reports adhere to data governance and ITIL service measurement frameworks.</li></ul><h3 class="text-xl md:text-2xl font-bold mt-8 mb-3 text-gray-800">QUALIFICATIONS</h3>To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<h4 class="text-lg md:text-xl font-semibold mt-6 mb-2 text-gray-800">EXPERIENCE:</h4><ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Two years workforce management, or</li><li class="leading-relaxed">One year trend analysis, or</li><li class="leading-relaxed">Other relevant industry experience</li><li class="leading-relaxed">Language skills</li><li class="leading-relaxed">Mathematical skills</li><li class="leading-relaxed">Reasoning ability</li></ul>

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As a Retail Sales Consultant, you are passionate about delighting Telstra’s customers through outstanding customer service. You achieve this by providing an exceptional in-store customer journey, and through your collaborative approach you empower customers by identifying the products and services they need to transform their telecommunications experience.

We're an iconic Aussie brand with a global footprint.From our earliest days in the Postmaster General’s Office to the Australian icon we are today, the heart of Telstra has never changed. We’ve always been committed to being a great place to work as we make the world a better place too.Working at Telstra, we all have a why.Whether it’s endless career opportunities, an amazing work-life balance or being able to make a difference, we all know why we’re motivated to be our best here. Our people find purpose and pride in being part of Telstra, because we support the things that matter most.

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Telstra Retail: Part Time Customer Service & Sales Consultant ELANORA

<h2 class="text-2xl md:text-3xl font-bold mt-10 mb-4 border-b pb-2 text-gray-800">Ready to Make a Difference? Join Our Iconic Team at Telstra!</h2>At Telstra, we’re more than just a leading telecommunications company—we’re where passion meets purpose. As a Retail Customer Service & Sales Consultant, you’ll have the opportunity to work for an iconic Aussie brand that’s been connecting Australians for generations. You won’t just be a friendly face in-store—you’ll be the trusted expert who helps customers find tech solutions that enhance their lives. This is your chance to make a meaningful impact by bringing our purpose to life: to build a connected future so everyone can thrive.What You’ll Be Doing:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Deliver Exceptional Customer Experiences: Help customers find the right products and services to suit their needs, ensuring their time at Telstra is a memorable one.</li><li class="leading-relaxed">Be the Go-To Tech Expert: Stay up-to-date with the latest gadgets and services, offering informed guidance and solutions.</li><li class="leading-relaxed">Achieve and Excel: Use your consultative selling skills to meet and exceed sales targets and KPIs, while keeping customers connected.</li><li class="leading-relaxed">Collaborate and Contribute: Work closely with your team to create a welcoming environment where everyone is supported to achieve store goals.</li></ul>Salary and Benefits:<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Annual Fixed Remuneration: $64,915.20 per year</li></ul>*Junior Rates apply for those under 20 years of age.*Penalty rates are as follows: Additional 25% for weekday hours worked after 6 PM, 25% for hours worked on Saturday, 100% for hours worked on Sunday and 150% for hours worked on public holidays.*12% superannuation included<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Generous Discounts: Enjoy 30% off Telstra services and exclusive offers with over 240 brands and partners.</li><li class="leading-relaxed">Leave Options: Take advantage of 16 weeks of paid parental leave, the Telstra Extra Day Off, gender affirmation leave, Cultural Leave, Blood Donor Leave, and the ability to purchase up to 4 weeks of additional leave.</li><li class="leading-relaxed">Training & Career Growth Opportunities: Access over 17,000 learning programs with LinkedIn Learning, and develop your career with our Future Ready program designed to build on your skills and prepare you for your next step.</li><li class="leading-relaxed">Flexibility: We offer flexible working hours and a supportive approach to parental leave—do it your way!</li><li class="leading-relaxed">Recognition & Rewards: Benefit from monthly performance rewards and a range of recognition programs to celebrate your success.</li><li class="leading-relaxed">Inclusive Culture: Join a diverse and inclusive team where everyone’s unique perspective is valued and respected.</li></ul>Is It You We’re Looking For?<ul class="list-disc list-inside my-5 pl-5 space-y-2 text-gray-700"><li class="leading-relaxed">Great Communication Skills: You’re a natural at connecting with people and making their day better.</li><li class="leading-relaxed">Solution-Oriented Approach: You enjoy thinking on your feet and tailoring solutions for each customer.</li><li class="leading-relaxed">Sales Drive: You’re motivated to achieve (and exceed!) sales targets and KPIs.</li><li class="leading-relaxed">Passion for Learning: You’re eager to grow and develop your skills in a dynamic environment.</li><li class="leading-relaxed">Resilience and Positivity: You have a can-do attitude, even when things get busy.</li><li class="leading-relaxed">Customer-Facing Experience: Previous experience is a plus but not required—bring your enthusiasm and we’ll teach you the rest!</li></ul>How to Apply:Ready to kickstart your journey with us? Click "Apply Now" to submit your application! After applying, keep an eye out for an email from our partner, HireVue, to complete the next step in our assessment process.Join Us at Telstra Retail:When you become part of the Telstra team, you’re joining a brand that celebrates diversity and inclusion. We welcome applications from people of all backgrounds, abilities, and experiences, and we strive to create a workplace where everyone is respected, valued, and can thrive. We can’t wait to see what you’ll bring to our team!

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This assessment gives us an idea of your C++ skills- Companies that evaluate this skillset in interviews: Rockstar Games, Ubisoft, Mayhem Studios, etc.- 10 Multiple Choice questions- Average time to complete: 7 to 10 minutes

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