Forecast Analyst

JOB DESCRIPTION:

- This is an Excel based format expectation for call volume (not a workforce management forecasting position).
- Ensures regional leads are accurately staffed to support the latest business strategies and goals.
- This person serves as single point of contact working with different regional leads to deliver accurate resource forecast.

JOB DUTIES

- Creates short term and long term forecasts for call centers globally
- Delivers accurate short term and long term forecasts
- Discovers business and operational issues through analysis of short and long term forecasts
- Navigates data and cross-functional teams as part of day to day activities
- Extracts data from various databases and tools
- Analyzes data trends, identifies root cause(s) and provides feedback to business leadership team
- Applies advanced knowledge of various forecasting methodologies and tools

SKILLS:

MINIMUM REQUIREMENTS

- Bachelor's degree or 4 years equivalent forecasting or capacity planning experience
- Able to communicate and effectively able to liaison between various regional teams and departments
- Able to multi-task, be organized and be a team player
- 4+ years experience scheduling, forecasting or capacity planning to include advanced data analysis tools, contact routing and workload delivery systems
- 2+ years utilizing and implementing forecasting methodologies

PREFERRED

- Advanced degree in Mathematics, Statistics or MBA
- 6+ years experience scheduling, forecasting or capacity planning to include utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems
- 4+ years experience utilizing and implementing forecasting methodologies for call centers with large number of multi-skill and multi-channel complexity