Description
Analyzes contact center trends, call volumes and call patterns and provides staffing forecast to support various channels and markets. Ensures regional leads are accurately staffed to support the latest business strategies and goals. This person serves as single point of contact working with different regional leads to deliver accurate resource forecast.
JOB DUTIES
Creates short term and long term forecasts for call centers globally
Delivers accurate short term and long term forecasts
Discovers business and operational issues through analysis of short and long term forecasts
Navigates data and cross-functional teams as part of day to day activities
Extracts data from various databases and tools
Analyzes data trends, identifies root cause(s) and provides feedback to business leadership team
Applies advanced knowledge of various forecasting methodologies and tools
SKILLS:
Minimum Requirements
Bachelor's degree or 4 years equivalent forecasting or capacity planning experience
Able to communicate and effectively able to liaison between various regional teams and departments
Able to multi-task, be organized and be a team player
4+ years experience scheduling, forecasting or capacity planning to include advanced data analysis tools, contact routing and workload delivery systems
2+ years utilizing and implementing forecasting methodologies
Preferred
Advanced degree in Mathematics, Statistics or MBA
6+ years experience scheduling, forecasting or capacity planning to include utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems
4+ years experience utilizing and implementing forecasting methodologies for call centers with large number of multi-skill and multi-channel complexity