icims
Workforce Management Forecasting Analyst
Teleperformance
Warren, USA
Full-time
Mid · 2+ years experience
Hybrid
Discovered 1 weeks ago
SQLPowerBIMS ExcelNICE IEX
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Your Responsibilities
- Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group, and report on actual vs. forecasted volumes
- Create, modify , and maintain forecast models that accurately predict Contact Center impacts given changes in various operating assumptions
- Collaborate with various internal customers on impact analysis for proposed Contact Center changes
- Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
- Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
- Perform various analyses, formulate conclusions, and present conclusions to management
- Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
- Work with business to develop short-term and long-term financial forecasts and budgets
- Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
- Provide variance analysis on forecast performance
- Develop and maintain reporting tools that help analyze forecasting trends
- Oversee Contact Center data in relation to Contact
- Oversee c enter volume and handle time
- Heavy reporting duties after forecasting the data for the Contact Center line of business
- Assist with reporting and creating innovative ways to look at data
Qualifications
- Bachelors/Associates highly preferred but not a requirement – relevant experience is
- also accepted
- 2+ years of workforce management forecasting and reporting experience (will not accept accounting forecasting )
- Preferred knowledge of - SQL, PowerBI , MS Excel, NICE IEX
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