Senior Analyst, WFM

• Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
• Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
• Collaborate with tactical Workforce teams
• Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
• Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
• Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors Provide recommendations on adjusting staffing levels based on future business needs.
• Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
• Provide requirements for staffing, hiring plans and Mandatory training plans to the operations team.
• Analyze historical data for Client volumes and Agent line requirements on complex projects and work with the operations team to get the inputs on staffing requirements, Shrinkage details, Absenteeism & Attrition.
• Develop and run long, medium and short-range forecasts based on operations requirement using different forecasting methods.
• Perform other work as required and assigned.
• Analyzing and providing the data based on the adhoc requests to the management team.

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