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Start for FreeBrad Stevens
Workforce Planning Lead @Allianz Australia
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WORK HISTORY
Workforce Planning Lead @Allianz Australia
AU
This role is responsible for leading all forecasting and capacity planning functions across the Customer Experience Centre (CEC) and Underwriting Services (UWS), spanning multiple sites and supporting multi-channel contact volumes. It involves delivering comprehensive forecasting analytics to support both inbound and outbound interactions across voice and digital channels.The position also provides strategic oversight and guidance on IVR design, telephony systems, and associated governance frameworks and processes. In addition, this role leads and develops a team of Forecast Analysts and other direct reports, fostering capability growth while ensuring the delivery of high-quality, accurate analytical outputs.
ABOUT BRAD STEVENS
With over 20 years of experience in workforce planning and project delivery, I bring deep expertise across financial services, telecommunications, and diverse corporate environments. My focus is on aligning people, process, and performance to achieve measurable business outcomes.Workforce Planning• Advanced capability in end-to-end workforce planning processes, systems, and governance.• Proven success managing workforce planning for large-scale contact centres and project delivery teams, ensuring optimal resource utilisation and service outcomes.• Skilled in developing accurate, actionable reporting and forecasting to support business decisions and enhance operational performance.Project Delivery• Experienced in the analysis, design, and implementation of workforce initiatives that improve efficiency, capability, and employee engagement.• Known for a logical, analytical, and outcome-focused approach to problem-solving.• Builds high-performing, collaborative teams that consistently deliver to deadlines and standards.Stakeholder Engagement & Customer Insight• Strong record of stakeholder management and cross-functional collaboration, providing insight-driven recommendations that drive operational improvement.• Confident communicator, able to influence at all levels — from front-line teams to executive leadership.• A committed advocate for the customer experience, ensuring workforce strategies directly support service quality and business goals.• Enhances workforce analytics capability to identify trends, improve forecasting accuracy, and inform strategic decision-making.
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