Forecasting Analyst

Working within a team, you will be responsible for the day to day running of the real time function. Your overall objective will be supporting the operation in delivery of the “At Your Service” Culture and assisting in providing insight in the success or failure of the planned activities v actual delivery.

Accountabilities

  • Responsible for demand and supply forecasting, ensuring all, medium and long term plans are accurately completed, focusing on both supply and demand drivers
  • Based on forecast, provide appropriate call distribution patterns to support the scheduling analyst
  • Analyse all supply and demand components using appropriate techniques and tools, interpreting the outcomes and preparing reports, and providing solutions to facilitate business decision making
  • Contribute to team planning and risk management to support the effective functioning of the team, providing help and direction to less experienced team members in support of their development

Skills required

  • Strong analytical skills and proven skills associated with propensity / regression based modelling in both captive and non-captive environments. Across multichannel environments
  • Advance excel data manipulation and analysis skills
  • Proficiency in Microsoft Office Applications and other relevant software
  • Proficiency in the use of WFM software, with Telopti and Impact 360 being an advantage
  • Excellent problem solving and decision-making skills
  • Ability to operate effectively in a team environment
  • Good oral and written communication skills and interpersonal skills
  • Dependability regarding completion of assignments and attendance

Knowledge & Experience

  • A minimum of 2 years of experience in a similar discipline
  • High school diploma or equivalent; 2 years of college preferred
  • Minimum of 2 years’ experience working in Workforce Operations in a Customer Care and/or BPO operation, with senior ops team interaction
  • Two years’ experience working with call centre reporting and metrics required
  • One year prior experience working with workforce management technologies ideally Teleopti
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