Forecasting Analyst
2 weeks ago
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.
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