Creates and maintains strong linkages with internal business partners
Produces short-term and long-term forecasts using econometric data, adjusting for seasonality and variance
Maintains and modifies call center forecasting models
Recommends operational processes that improve occupancy
Statistically analyzes the impact of process improvement efforts on the business
Leads the staff plan review process with operations
Makes recommendations on staffing utilization
Organizes and leads discussions related to assigned portfolio of business
Forecasts daily, weekly, and period-level contact volume and AHT using historical data
Generates daily short-range and long-range projections
Presents forecast results in a clear and useful way
Assists business partners with analysis and interpretation of WFM forecasting data and makes recommendations for changes to optimize productivity
Partners with Customer Service support teams for process improvement initiatives
Ensures cohesion between period and weekly level forecasts and short-range daily forecasts
Maintains advanced Forecast models using Anaplan and Excel

2+ years of forecasting and/or planning experience
Understanding of statistical time series modeling techniques
Strong oral and written communication skills
Ability to build and maintain effective collaborative relationships
Understanding of forecasting intricacies and how to build a robust plan
A degree in Statistics, Industrial Engineering, Engineering, or related technical fields is preferred
Bachelor's degree or equivalent experience, or 6 years of related workload management experience
Database management skills
Minimum of 2 years call center experience and/or minimum 18 months resource planning experience
Good working knowledge of IEX or Verant 360, or Aspect
Ability to organize, set priorities and multi-task within timelines

Flexible benefits tailored to each country starting the day you do
Health and welfare insurance plans
Retirement programs
Parental leave
Adoption assistance
Wellbeing resources to support you and your immediate family
Travel perks with deals from major travel providers on flights, hotels, cruises, and car rentals
Access to over 20,000 courses on the learning platform for skill development

Forecasting and Planning Analyst

Key skills