Forecaster, Workforce Management
Location
Work from home | India
Job description
- Forecast call arrival patterns and demand using statistical techniques such as exponential smoothing, ANOVA, and Erlang-C
- Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads
- Ability to lead capacity discussions provide recommendations to internal external stake holders (remotely / in person meetings).
- Design workforce strategies to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns
- Ensure proper balance between workforce service levels and labor cost to achieve operational efficiency goals
- Analyze trends periodically - Actuals vs forecasted assumptions (transactions, AHT, Attrition, Fill Rates, Cert Rates, Hours per CSP, No posts, Shrinkage etc)
- Evaluate medium to long term capacity planning scenarios to ensure that future demand can be met by client and line of business.
- Participates in long term strategic planning and the formulation of goals. Manages projects, and programs in support of those goals
- Develops reports, shares analysis, provides recommendations and makes formal presentations to communicate performance at management and executive levels
- Organizes and develops workforce management manuals documentations as needed
Reports to :
Qualifications Requisites :
- At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster.
- Expertise in various applications, such as MS Excel, PowerPoint (Knowledge in using Minitab or other forecasting programs like R square will be an added advantage).
- Flexible work schedule working Noon to 9PM and weekend workdays
- Hands-on experience and familiarity with workforce management and ACD systems, (i.e. Avaya, TCS, IEX, Verint, Teleopti etc)
- Proven analytical and problem-solving skills with attention to detail and accuracy
- Superior verbal, written and interpersonal communication skills
- Experience working in a dynamic environment with proven abilities to make real-time decisions based on ever changing needs
- Ability to manage multiple projects simultaneously work under stringent deadlines
- Process minded; continually focused on ways to improve workforce management processes, systems, and people skillsets.
- Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, accountability, and self-motivation
Success Measures
- Achievement of client contractual Goals KRA s
- Achievement of Operations KPI s as per scorecard defined
- Customer satisfaction for internal and external customers
Job tags
Salary