Forecasting Analyst

Position: Forecasting Analyst

Location: Pune, MH or Gurgaon, HR (Work from office)

Duration: Fulltime

Role and Key Responsibilities

• Responsible for adjustments of the outcome of the promotional predictive model based on data analytics using Simple linear regression/ Multiple linear regression/Trend/ Forecast Triple Smoothing/ Weighted moving averages.
• Responsible for KPI’s as Forecast Accuracy, Forecast Bias, exceptions and outliers
• Integrate top-down forecast in bottom-up
• Manage volume exception driven by sales input in overall volume forecast
• Translate the innovation and relaunches forecast for the full horizon (0-18 months) in Unilever’s planning tools.
• Manage Assumptions, Risks and Opportunities & translate to volume impact
• Actively contribute to the improvement roadmap – both in execution as well as in proactively propose potential opportunities.
• Analyze datasets and the outcome of our predictive model
• Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
• Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.
• Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts.
• Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.

Required Experience & Knowledge

• Graduate with contact center experience and good communication skills.
• Workforce Management (WFM) experience with 3+ years in Forecasting.
• Experience using all of the following forecasting methods: using Simple linear regression, Multiple linear regression, Trend, Forecast Triple Smoothing, and Weighted moving averages
• Experience doing manual forecasting using Excel.
• Knowledge of Contact Center methodologies and operational principles
• Knowledge of WFM Tools (i.e. NICE WFM/Verint/Aspect/Salesforce).
• Bachelor's degree in related field from a four-year college or university program.
• Basic knowledge of the call center industry.
• Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
• Knowledge of ACD and Call Center Workforce applications - preferred.
• Proficient in Microsoft Office.