Wfm - Tactical Scheduler / Forecaster

7 days ago

Bengaluru Karnataka, India Gainwell Technologies LLC Full time

**Summary**:
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 within a short time frame, usually focusing 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.

**Your role in our mission**:
Skills and qualifications for a WFM short-term forecasting role:

- Strong analytical skills and proficiency in data analysis techniques
- Experience with workforce management software and forecasting tools
- Excellent communication and collaboration skills to effectively communicate forecasts to stakeholders
- Understanding of contact center operations and key performance indicators (KPIs)
- Proficiency in Microsoft Excel and other data analysis tools
- Ability to work under pressure and adapt to changing conditions

**what we are looking for**:

- Data analysis:
Regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting.
- Forecasting model creation:
Utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters 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 reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments
to forecasting methodologies.
- Capacity planning:
Assessing potential impacts of events like promotions or holidays on staffing requirements and adjusting forecasts accordingly.
- Trend analysis:
Identifying emerging trends in stakeholder demand and incorporating them into short-term forecasts.
**What should we expect from this role**:

- Fast-paced, challenging and rewarding work environment.
- Work life balance.
- Hybrid/Remote working.
- Shift Timing: Night shift, 9 hours between 4:30 PM - 4:30 AM IST

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