Job Description:
- Create long term budget forecast, mid-range, short term and intraday forecasting
- Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies
- Validate confidence of established influences/drivers (factors determining forecasts) Leverage advanced statistical methodologies (correlation, regression, etc.)
- Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
- Provide analysis and recommendations to improve staffing levels and efficiency
- Monitor agent schedule adherence using real-time adherence software and call out non-adherent events to Operation.
- Work closely with Operations Management to assist them in enforcing schedule adherence and call time threshold guidelines for the campaign.
- Inform Operations management so decisions can be made regarding OT, VTO, and off-phone activities with up-to-the-minute daily statistics.
- Provide historical reporting compilation as required by the campaign.
- Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests
- Create reports on historical call volume, handle time and operating performance.
- Develop call forecasts to a level of detail necessary for effective headcount planning and
- scheduling(interval level, daily level, weekly and monthly staffing requirement based on forecasted
- Volume taking into consideration the assumed AHT, absenteeism and other shrinkages)
- Develop and publish weekly agent schedules. Track call forecasts against actual results.
- Work closely with other departments promoting open flow of information.
- Implement all scheduling processes
- Creates/updates mid term to long term staffing/capacity plan
- Maintains the roster of the program assigned and enforces roster timeline to Operations
Requirements:
- Graduate of any Bachelor's Degree
- Atleast 2 years experience in the call center / BPO industry
- Proficient with MS Excel and Google applications
- Strong verbal and written communication skills
- Keen on details and strategic
- Able to collaborate with multiple stakeholders
