Forecast Creation & Communication
Crafting Weekly and Daily forecast plan that is encompassing of volume, AHT, shrinkage and occupancy
Provide scheduling team with forecasts in a timely manner
Partner with scheduling analysts to maintain daily fluctuation tracking
Participate in monthly reviews communicating forecast assumptions and trends utilized
Build hiring and ramp plans complete with attrition factors and glide paths
Assist in publishing daily, weekly, and monthly reports on forecast performance

3+ years working in high volume customer-facing multi-channel operational environment
Experience with rapid change
Demonstrated focus on putting viewer and experience first
MS Excel, MS PowerPoint and/or MS Access skills required
Understanding of multiple forecasting methods (examples, Erlang, simulation, time series regression)
Bachelor’s degree or equivalent experience

Forecast Analyst, Workforce Optimization

Key skills