Job description 

Role and Key Responsibilities:

Develop and maintain a comprehensive forecasting model. 

Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements. 

Collaborate with tactical Workforce teams. 

Determine yearly, monthly, daily, and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc. 

Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, and other outsourced partners to capture forecast and staff impacting activities. 

Manage forecast results by providing feedback, Input and reporting to business partners to develop more scientific and accurate forecasting methodology. 

Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.) 

Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives. 

Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers. 

Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors. 

Key skills & knowledge:

Graduate with overall 1+ years of Contact Center experience and good communication skills. 

2+ years’ Workforce Management. 

Proficiency in Mathematical and Statistical modelling (RStudio, python) 

Experience normalizing and utilizing historical data for forecasting. 

Strong business acumen combined with exceptional communication skills. 

Exceptional analytical, problem solving and decision-making skills. 

A deep understanding of numbers and ability to use statistical modeling. 

Ability to provide business insight to multiple levels of management with appropriate level of detail. 

Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment. 

Educational Qualification: Graduation