Workforce Management Analyst - Forecasting

Workforce Management (Forecasting)

Night Shift

Location Remote India

A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule employees to meet anticipated stakeholder demand within a short time frame, usually focusing on daily or weekly timeframes; key responsibilities include monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts, identifying potential fluctuations in demand, and adjusting staffing levels accordingly to optimize service levels while managing labor costs.

Skills and qualifications for a WFM short-term forecasting role:

• Strong analytical skills and proficiency in data analysis techniques
• Experience with workforce management software and forecasting tools
• Excellent communication and collaboration skills to effectively communicate forecasts to stakeholders
• Understanding of contact center operations and key performance indicators (KPIs)
• Proficiency in Microsoft Excel and other data analysis tools
• Ability to work under pressure and adapt to changing conditions

Role & Responsibilities

• Data analysis:

Regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting.

• Forecasting model creation:

Utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations.

• Intraday adjustments:

Monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules as

needed throughout the day.

• Communication and collaboration:

Communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.

• Performance reporting:

Generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments