Workforce Management Analyst
3 hours ago
Workforce Management (Forecasting)
Location – Remote India
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 withina short time frame, usuallyfocusing 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 skillsand proficiency in data analysistechniques
- Experience with workforcemanagement software and forecasting tools
- Excellent communication and collaboration skillsto effectively communicate forecasts to stakeholders
- Understanding of contactcenter operations and key performance indicators (KPIs)
- Proficiency in MicrosoftExcel and otherdata analysis tools
- Ability to work under pressureand adapt to changing conditions
Role &Responsibilities
- Data analysis:
Regularly reviewing historical call volume data,stakeholder behavior patterns,and other relevantmetrics to identify trends and patterns for accurate forecasting.
- Forecasting modelcreation:
Utilizing WFM software to build and maintain short-term forecasting models, adjustingparameters 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 reportson forecasting accuracy, identifying areas for improvement, and proposing adjustments
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