Forecast Analyst
1 month ago
Job Summary: The Forecaster is responsible for Forecasting Back Office Volumes and Resource requirements to ensure optimal staffing levels and efficient operations. This role involves analyzing historical data, identifying trends, and creating accurate forecasts to support scheduling and capacity planning.
Key Responsibilities:
Forecasting: Develop short-term and long-term forecasts for Back Office and other customer interactions.
Data Analysis: Analyze historical Volume data to identify patterns and trends.
Resource Planning: Work to create a Capacity Plan and adequate staffing levels based on forecasted demand.
Reporting: Generate and present regular reports on forecast accuracy and performance metrics.
Continuous Improvement: Monitor forecast accuracy and make adjustments as needed to improve prediction models.
Collaboration: Work closely with Clients, Vendor Partners, Operations, HR, and other departments to align forecasting with business needs.
Qualifications:
Education:
Experience: Proven experience in forecasting, preferably in a call center environment. Overall 5 years in WFM
Skills:
Forecasting, Capacity Planning, & Scheduling
Strong Excel Skills
Strong analytical and problem-solving skills.
Excellent communication and presentation skills.
Ability to work collaboratively in a team environment.
Preferred Qualifications:
Experience with workforce management software.
Knowledge of call center operations and metrics.
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