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Workforce Management Forecaster (Night Shift)

Job Category:

BPO / KPO / Shared Services

Job Level:

Professional

Open Date:

28-Dec-2020

Location:

QUEZON CITY

Close date:

28-Feb-2021

Client Overview:

Client Overview:

Discover amazing career opportunities with a company that is all about helping people achieve their dreams and aspirations!

Our client is a leading insurance and wealth and asset management group with global headquarters in Canada, operating regionally in Asia and the United States that 35,000 employees across the globe. Its global shared service centre in Quezon City and Lapu – Lapu City provides administrative, finance, investments, analytics, professional services, support, contact centre and information technology services to companies around the world and puts the customers at the forefront.

The company aims to attract, develop and retain a diverse workforce and to foster an inclusive work environment that embraces the strength of cultures and individuals.

Client Industry:

SHARED SERVICES

Job Description and Qualification:

Job Summary

The Workforce Management team is a dynamic group of individuals dedicated to providing excellent service to the businesses they support.  The Forecaster is responsible for short term and long-term forecasting, resource planning, analytics, astute forecast accuracy, and providing proactive recommendations on industry trends and tools to create the best possible forecast.

The ability for our Contact Centre teams to meet service level targets is critical to our success in all business units. To do so, we need accurate and timely Contact Centre demand forecasts (contact volume, handle time) created for each unique business unit, and these forecasts need to reflect the nuances of each business unit.

The forecaster is required to build relationships and to understand all the complexities within each business while regularly interacting with senior leaders.  They also will be accountable for forecasting the impact of key projects and initiatives on the Contact Centre demand.

Duties and Responsibilities

•Create, manage and deliver accurate long term and short-term forecasts across multiple Contact Centre groups and multiple levels by collecting historical information from a variety of sources and groups, utilizing advanced statistical methods and workforce management software tools
•Partner with key stakeholders across the organization (Sales, Marketing, Operations, Process Design and planning teams) to gather information, analysis and determine the impact that individual projects will have on our Contact Centre demand forecasts
•Predict items such as volume and handle time at multiple levels of granularity
•Drive the forecast process by engaging internal teams to identify variances (call drivers, abnormalities, project impacts etc.) and providing appropriate recommendations based on analysis 
•Create reports and trend analysis based on insights from each business unit. 
•Track and report on Forecast Accuracy
•Act as a subject matter expert and continuously optimize the use of the Verint Strategic Planner software tool for long term Contact Centre capacity planning
•Use and maintain forecasts within the Verint (Workforce Management) system to create best statistical baselines within established processes
•Continuously improve the forecasting process and demonstrate measurable improvement in Forecast Accuracy
•Identify opportunities to improve processes that improve Contact Centre efficiency such as reduced call volumes, handle times and occupancy including call routing strategies and design


Qualifications:
•Must have at leat 2 years of experience as a Forecaster.
•Knowledge and understanding of contact centre methodology (queues, staffing, service levels, etc.)
•Previous experience with Verint preferred
•Excellent relationship building and interpersonal skills with a focus on high level of professionalism and customer service
•Superior attention to detail, analytical and problem-solving skills
•Strong time management skills
•Embraces change
•Self-motivated, able to work effectively under minimal supervision
•Ability to motivate and positively influence others
•Strong team player
•Demonstrated professionalism
•Able to juggle concurrent priorities, work under pressure and meet deadline
•Advanced knowledge of MS Excel
•Ability to independently drive for forecast accuracy improvement
•Ability to work successfully independently and within a team
•Must be amenable to work on a Night Shift Schedule.
•Must be amenable to work in Diliman, Quezon City.

Salary:

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