Forecaster

Job Description Forecaster Role;

Duties and Responsibilities May Include:

1. Creates short-term forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data.

2. Defines short-term projections across multiple accounts for multiple contact types based on customer requirements, historical, and future trends.

3. Forecasting is prepared with both utilization of forecasting software (R-studio) and with Excel spreadsheet programs developed and customized by the analyst.

4. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

5. Facilitates short-term forecasting discussions with necessary stakeholders.

6. Completes root-cause analysis to determine and quantify reasons for forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

7. Provides what-if” analysis and recommendations to improve staffing levels and efficiency, working with Contact Center Consulting to determine the best skilling mix and allocations.

8. Assists during new account sales process by producing staffing projections

Skills Required:

1. Advanced knowledge of call center management and all related calculations

2. Advanced knowledge of various forecasting software & models

3. Strong analysis skills, understanding complex formulas, data transformations and record keys from multiple sources

4. Strong organizational skills

5. Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail

6. Strong interpersonal skills

7. Ability to communicate call center data/forecasts to all levels of employees in an understandable fashion

8. Effective organizational and time management skills

9. Ability to work independently with minimal supervision

10. Capability of problem-solving