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 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 processing time threshold guidelines for the campaign.
  • Inform Operations management so decisions can be made regarding OT, VTO, and adhoc 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 listings volume, productivity and operating performance.
  • Develop listings volume 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
  • Provide historical reporting compilation as required by the campaign.
  • Develop and publish weekly agent schedules. Track listings volume forecasts against actual results
  • Work closely with other departments promoting open flow of information
  • Creates/updates mid term to long term staffing/capacity plan
  • Maintains the roster of the program assigned and enforces roster timeline to Operations
  • 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.
  • Conduct coaching and performance feedback to their direct reports

Qualifications:

  • Graduate of any Bachelor's Degree
  • At least 5 years experience in BPO back office support work  
  • Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Google Sheets) experience required
  • Excellent verbal communication and interpersonal skills. Good written communication skills
  • Team oriented and results driven
  • Ability to interface with all levels of management
  • Demonstrates complex problems solving skills
  • Strong organizational skills and attention to detail
  • Experience in the eCommerce industry is a plus

 

Apply for this Job

* Required

  
When autocomplete results are available use up and down arrows to review
+ Add Another Education