Job description 

Create a long term forecast for Inbound contact centers using statistical models utilizing Python and Azure.

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

Role and key Responsibilities:

Develop and maintain a comprehensive forecasting model, using regression analysis knowledge

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, 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 and knowledge:

Develop and maintain a comprehensive forecasting model using Regression, Time Series.

Liaising with stakeholders with regards to Forecast generated and making adjustments if required.

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

Highly skilled in Mathematical and Statistical modelling (Rstudio, python)- good to have

Qualification : Graduate