Job Title - Forecasting Analyst Global Command Centre
Location – Mumbai
Working Hours – 9 hours / 5 days a week
Job Responsibilities:
- Creates and manages new short-term and long-term forecasts based on historical information on volume, trends, levels and seasonality and utilising various forecasting methodologies.
- Should have hands-on knowledge on various forecasting techniques such as Regression, Linear, Exponential Smoothening, ARIMA, SARIMA, SARIMAX etc.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
- Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
- Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.
- Volume prediction up to intervals using historical trends via statistical tools, spreadsheets and WFM tools.
- Ability to generate forecasts for businesses with no historical data using forecasting insights gained through industry expertise and existing use cases.
- Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
- Compares results to forecast and identify opportunities for improvement.
Needs to Have –
- 5+ years of WFM Experience with Scheduling, Planning and Forecasting.
- Working knowledge of WFM tools like IEX and Verint is a must.
- Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
- Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
- Ability to perform forecasting in a contact centre environment and schedule to those needs is a must.
- Explicit communication skills to manage client and stakeholder conversations.
- Graduate in Mathematics, Science, Statistics, or related field.
- Team player as well as a skilled individual contributor.
- Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
- Proficient in MS Office tools such as Word, PowerPoint, and Outlook.