Job description 

Roles & 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 2+ years of Contact Center experience and good communication skills.
• 3+ years’ Workforce Management.
• Good skills 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.

Qualification: Any Graduate