WFM - Tactical Scheduler Forecaster

Summary:

A WFM (Workforce Management) short-term forecasting role is primarily responsible for predicting near- future staffing needs by analyzing historical data and current trends, allowing a company to accurately schedule employees to meet anticipated stakeholder demand within a short time frame, usually focusing on daily or weekly timeframes; key responsibilities include monitoring call volume, average handle time, and other relevant metrics to generate accurate short-term forecasts, identifying potential fluctuations in demand, and adjusting staffing levels accordingly to optimize service levels while managing labor costs.

Your role in our mission:

Skills and qualifications for a WFM short-term forecasting role:

• Strong analytical skills and proficiency in data analysis techniques
• Experience with workforce management software and forecasting tools
• Excellent communication and collaboration skills to effectively communicate forecasts to stakeholders
• Understanding of contact center operations and key performance indicators (KPIs)
• Proficiency in Microsoft Excel and other data analysis tools
• Ability to work under pressure and adapt to changing conditions
  
  

what we are looking for:

• Data analysis:
  
  

Regularly reviewing historical call volume data, stakeholder behavior patterns, and other relevant metrics to identify trends and patterns for accurate forecasting.

• Forecasting model creation:
  
  

Utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations.

• Intraday adjustments:
  
  

Monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules as

needed throughout the day.

• Communication and collaboration:
  
  

Communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.

• Performance reporting:
  
  

Generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments

to forecasting methodologies.

• Capacity planning:
  
  

Assessing potential impacts of events like promotions or holidays on staffing requirements and adjusting forecasts accordingly.

• Trend analysis:
  
  

Identifying emerging trends in stakeholder demand and incorporating them into short-term forecasts.

What should we expect from this role:

• Fast-paced, challenging and rewarding work environment.
• Work life balance.
• Hybrid/Remote working.
• Shift Timing: Night shift, 9 hours between 4:30 PM – 4:30 AM IST

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