Posted:3 weeks ago|
Platform:
Work from Office
Full Time
Forecasting & Demand Planning:
Monitor short- to medium-term forecasts for queued volume, handle time, attrition and shrinkage using historical and behavioral data. Translate forecasts into staffing optimization to meet service levels.
Align staffing recommendations with forecasted workload, shrinkage assumptions, and headcount availability. Support headcount ramping plans and cross-training initiatives.Design, maintain, and optimize skill-based routing rules across and ensure routing logic accurately reflects agent capabilities, workflow priorities, and business requirements.Maintain accuracy of employee profiles, group mappings, and scheduling parameters in NICE. Ensure timely updates to reflect staffing changes and organizational shifts.Manage headcount records across planning tools and coordinate with Ops and vendor partners to keep planning systems up to date.Collaborate with the Managed Service Providers Workforce Management team to align schedules with interval-level forecasts and business needs, including shift coverage and time-off planning.
Bachelor's degree in business, Operations Management, Economics, Statistics, Supply Chain Management, or related field.
5+ years previous experience in demand planning, data analysis and workforce management is required.
Proficiency in programming languages such as Python, Java and SQL.
Varite
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