Workforce Management

4 weeks ago

Bengaluru, India Gainwell Technologies Full time

Workforce Management (Forecasting)

Date

 Location Remote India

Timing - Shift Timings - US Time (Shift timing 4.30pm-1.30am - IST 

7.30am - 4.30am - IST) 

Req ID - 32095

A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule employees to meet anticipated stakeholder demand within a short time frame, usually focusing on daily or weekly timeframes; key responsibilities include monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts, identifying potential fluctuations in demand, and adjusting staffing levels accordingly to optimize service levels while managing labor costs.

Skills and qualifications for a WFM short-term forecasting role:

Strong analytical skills and proficiency in data analysis techniques Experience with workforce management software and forecasting tools Excellent communication and collaboration skills to effectively communicate forecasts to stakeholders Understanding of contact center operations and key performance indicators (KPIs) Proficiency in Microsoft Excel and other data analysis tools Ability to work under pressure and adapt to changing conditions

Role & Responsibilities

Data analysis:

Regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for

accurate forecasting.

Forecasting model creation:

Utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and

seasonal fluctuations.

Intraday adjustments:

Monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules

as needed throughout the day.

Communication and collaboration:

Communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.

Performance reporting:

Generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments

to forecasting methodologies.

Capacity planning:

Assessing potential impacts of events like promotions or holidays on staffing requirements and adjusting forecasts accordingl

Trend analysis:

Identifying emerging trends in stakeholder demand and incorporating them into short-term forecasts.

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