Crafting Weekly and Daily forecast plan that is encompassing of volume, AHT, shrinkage and occupancy vital to consistently deliver service level
Provide scheduling team with forecasts in a timely manner
Partner with scheduling analysts to maintain daily fluctuation tracking in service to data accuracy (regarding inputs)
Participate in monthly reviews communicating forecast assumptions and trends utilized
Partner cross functionally with multiple groups to acquire inputs vital for accurate staffing forecasts
Build partner plans commensurate with ramp strategy
Build hiring and ramp plans complete with attrition factors and glide paths
Assist in publishing daily, weekly, and monthly reports on forecast performance, shrinkage and other metrics pertinent to understanding capacity needs and staffing coverage
Prepare forecasting reports containing both numerical results and accuracy analysis

3+ years working in high volume customer-facing multi-channel operational environment
Experience with rapid change, emerging markets and seasonality as they relate to planning
Demonstrated focus on putting viewer and experience first, steadfast focus on delighting customers and a strong bias for action
MS Excel, MS PowerPoint and/or MS Access skills required
Ability to collaborate across the organization, specifically partnering with Marketing, TAO and Operations to incorporate activities into long term planning (with minimal impact to SVL as a desired outcome)
Understanding of multiple forecasting methods (examples, Erlang, simulation, time series regression)
Bachelor’s degree or equivalent experience (focus on mathematical skills)
Ability to deep dive, conduct root cause analysis and nimbly adapt to change
Experience exercising strong oral, written, listening and social skills.

Bonus and/or long-term incentive units may be provided as part of the compensation package
Full range of medical, financial, and/or other benefits

Forecast Analyst, Workforce Optimization

Key skills