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COPC Inc. | Global Forecasting Specialist | india
2 months ago
About COPC: COPC Inc. provides consulting, training, certification, benchmarking and research for operations that support the customer experience. The company created the COPC Standards, a collection of performance management systems for call center operations, customer experience management, vendor management, and procurement.
Founded in 1996, COPC Inc. began by helping call centers improve their performance. Today, the company is an innovative global leader that empowers organizations to optimize operations for the delivery of a superior service journey. COPC Inc. is headquartered in Winter Park, Florida, U.S., with operations in Europe, Middle East, Africa, Asia Pacific, Latin America, India and Japan. www.copc.com.
Role Overview:
As a Forecaster within the Workforce Management (WFM) team, you will play a critical role in predicting and preparing for the operational needs of our client's contact center. Your primary responsibility will be to develop accurate and reliable forecasts for transaction volumes for phone, chat and emails, and contact types and languages. By analyzing historical data, identifying trends, and collaborating with internal and external stakeholders, you will ensure that our client's BPO vendors are well-prepared to meet demand. Your work will directly impact the efficiency of our operations, helping to optimize outsourced staffing, enhance service levels, and support overall business objectives.
About the role:
· Data Analysis: Analyze historical data, trends, and external factors to generate accurate monthly forecasts for call volumes and other contact types. Identify patterns and anomalies to refine forecasting models.
· Forecast Collaboration: Collaborate closely with internal teams, such as Marketing, to incorporate the impact of marketing drops and campaigns. Work with Vendor Management Organization (VMO) and BPO vendors to understand their operational constraints (such as national holidays in their country) and integrate their feedback into the forecasting process.
· Scenario Planning: Develop multiple forecast scenarios to account for potential variability in demand. Ensure BPO vendors are equipped to handle different situations by providing them with a range of potential outcomes.
· Performance Review: Regularly review the accuracy of forecasts and adjust models as per COPC CX Standard requirements. Continuously refine forecasting techniques to improve precision and reliability.
· Documentation: Maintain comprehensive records of forecast assumptions, methodologies, and outcomes. Ensure transparency and facilitate continuous improvement by keeping detailed documentation.
About you:
· Analytical Expertise: You have a strong background in data analysis, with the ability to identify trends and translate them into actionable forecasts.
· Collaborative: You work well with cross-functional teams and VMOs and external vendors, ensuring that all stakeholders are aligned and informed.
· Detail-Oriented: You pay close attention to the details, ensuring that forecasts are accurate and based on sound assumptions.
· Proactive Problem Solver: You anticipate potential challenges and develop multiple scenarios to ensure preparedness across all operations.
· Continuous Improvement: You are committed to refining forecasting models and processes, always seeking ways to improve accuracy and efficiency.
· You are certified in COPC Mastering Workforce Management and/or COPC’s Best Practices in Managing Outsourced Service Providers, a plus
