5+ years of WFM Experience with Scheduling, Planning and Forecasting.
Creates and manages new short-term and long-term forecasts based on historical information on volume, trends, levels and seasonality and utilizing various forecasting methodologies.
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.
Working knowledge of WFM tools like IEX and Verint is a must.
Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
Ability to generate forecasts for businesses with no historical data using forecasting insights gained through industry expertise and existing use cases.
Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
Ability to perform forecasting in a contact Centre environment and schedule to those needs is a must.
Clear communication skills to manage client and stakeholder conversations.
Graduate in Mathematics, Science, Statistics, or related field.
Team player as well as a skilled individual contributor.
Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
Proficient in MS Office tools such as Word, PowerPoint, and Outlook.
