ANALYST, FORECAST, WFM

Job Summary

Job Objectives/Deliverables:

1. Ongoing development of forecasting and staffing models.

2. Facilitates Capacity Planning Calls.

3. Business/Forecast Model Management.

4. Workload Calculation/Recommendation

5. Intraday Forecast Management.

Area of expertise (Skills)

• Data Management
• Proficient in MS Excel Working knowledge of MS Office applications and Avaya CMS Supervisor or and ACD reporting tool
• Experience working with different Scheduling software (ex. Verint, eWFM, IEX, Genesys)
• Should be aware the different factors of the staffing and forecasting.
• Excellent verbal and written communication skills
• Keenness to detail
• Ability to work under pressure and meet deadlines
• Ability to work as a team member and independently
• Experience working with different software scheduling package (IEX, Verint, eWFM, Genesys)
• Should be very keen in observing possible reasons of the different trend especially on the number of attendance and absences and most importantly the staffed hours being generated

Other Skills and Experiences (Min)

Bachelor’s Degree in Business Administration, Accounting, Finance, or Math or relevant work experience

2-4 years of experience in a related field.

Education