WFM : Tactical Scheduler / Forecaster

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
Job Type: Permanent