Analyses contact centre trends, including call volumes and call patterns, to forecast workload needed to support various channels.
Ensures service level targets are met through accurate forecasting in support of various business areas.
Provides data and additional information to be used for capacity planning.
Delivers results of analysis and recommendations to Operations and Management team as needed.
Key Responsibilities
Creates long term and short term forecasts.
Applies intermediate knowledge of forecasting methodologies and tools.
Works closely with POPs, operations managers and teams to understand headcount levels, helps to develop hiring plan and maintain staff plans.
Utilises data from various workforce management tools to provide in-depth analysis of workload factors for lines of business with basic to highly complex member contact areas and/or back office functions.
Analyses actual results against plan and forecast and recommends interventions where appropriate.
Gathers information, business intelligence, analyses data trends, identifies root cause(s) and provides information to team members and department leaderships.
Effectively partners with appropriate business areas to integrate member channel demand into the overall forecast.
Make presentations to various levels of management when required.
Works under limited supervision, using established procedures.
May instruct, guide and oversee work of lower-level professionals when needed.
Able to work cross functionally to deliver key OKR.
Monitor and analyses key performance indicators and trends to reforecast, reschedule and adjust staffing levels
Requirement
Degree/diploma holder
At least 2-3 years’ experience in a contact centre in the areas of workforce management.
Knowledge in forecasting and scheduling.
Advance knowledge in MS Office especially MS excel.
Knowledge in WFM software, CMS, Verint and AVAYA will be advantages.
Related experience in Workforce Management in Planning & Scheduling capacity
