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
- 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
- Develop call forecasts to a level of detail necessary for effective headcount planning and
- Work closely with other departments promoting open flow of information.
- Creates/updates mid term to long term staffing/capacity plan
Skills/Qualifications:
- Bachelor’s Degree is required of any course
- Minimum of 2 years’ experience in the said job opening
- Proficient in MS Office and Google tools
- Experience in reporting and analysis
- Excellent verbal, written, interpersonal, analytical and organizational skills
- Has a positive attitude and a genuine interest in helping people
- Able to manage multiple tasks independently
- Self-starter and independent. Team oriented and results driven
- Ability to interface with all levels of management
- Demonstrated complex problems solving skills
- Strong organizational skills and attention to detail
