Are you looking for your next career move within forecasting ?
As a Forecast Analyst within the Workforce Planning team, you will be tasked with generating short, medium, and long-term forecasts, as well as determining Average Handle Time (AHT) and staffing needs for the business. Your role will involve ensuring business objectives are achieved through the proficient management of forecasting models, cooperative planning, and effective communication. In a constantly evolving environment, your adaptability to change and proactive approach in daily tasks will be crucial.
Job Responsibilities:
1. Perform Daily/Weekly/Monthly and half -hourly forecasting for contact volumes across multiple channels and contact types determining staffing requirements based on historical trends and business growth objectives.
2. Account for growth, changes in customer behaviours and taking into consideration seasonal variations and trends ensuring impacts to the business are captured, analysed and recommendations of staffing are delivered in a timely manner
3. Establish a statistical baseline forecast for all departments and provides clear communication of the forecasted workload, changes, assumptions, inputs to relevant stakeholders
4. Analyze forecast vs demand volumes
5. Maintaining the intraday patterns on WFM platform
6. Work together with the other members of the Planning team to ensure understanding/requirements with our scheduling/Real time teams
7. Perform ad hoc duties as assigned
Required qualifications, capabilities, and skills :
8. Experience in long/short Term forecasting within a workforce planning environment
9. Understanding of long/short term forecasting within Call/Contact Centre
10. Strong planning, time management, analytical, problem-solving and organisational skills
11. Proficiency in Microsoft Office products (Excel, Word, PowerPoint
12. Excellent communication skills
13. Strong Experience in business analysis, reporting of business data, problem identification, resolution, and root cause analysis
14. Ability to partner and work collaboratively with others
15. Demonstrated ability to influence stakeholders at a variety of levels
Preferred qualifications, capabilities, and skills:
16. Experience with Workforce Management systems
17. Experience in Call/Contact Centre workforce management within a banking or financial services environment is beneficial
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