Forecasting Manager

Working Hours -

Job Responsibilities:

• Provide real-time monitoring via available tools (Verint Real-Time Adherence, Avaya CMS Supervisor, T3, etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals business objectives.
• 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.
• Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.
• Provide daily/intra-day performance reports to leadership.
• Other related duties as assigned.

Needs to Have

• 6+ years of WFM Experience with Scheduling and Forecasting.
• Capacity Planning experience is preferred.
• Working knowledge of WFM tools like IEX and Verint is a must
• Advanced Excel knowledge is compulsory; Working knowledge on advanced tools like Python, R etc. would be preferable.
• Data Science acumen would be an asset
• 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
• Team player as well as a skilled individual contributor
• Graduate in Mathematics, Science, Statistics or related field.

About You

• Smart and Detail oriented
• Organised, proactive and self-starter
• Analytical, logical and practical in approach to solving complex problems
• Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
• Collaborative and ability to maintain strong follow through on actions
• Excellent critical thinking skills
• Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
• Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
• People manager skills with team leadership and decision-making abilities.