Forecast Analyst – Workforce Planning

JOB DESCRIPTION Are you looking for your next career move within forecasting? As a Forecast Analyst within the Workforce Planning team, you will be tasked with generating short, medium, and long-term forecasts, as well as determining Average Handle Time (AHT) and staffing needs for the business. Your role will involve ensuring business objectives are achieved through the proficient management of forecasting models, cooperative planning, and effective communication. In a constantly evolving environment, your adaptability to change and proactive approach in daily tasks will be crucial. Job Responsibilities: Perform Daily/Weekly/Monthly and half-hourly forecasting for contact volumes across multiple channels and contact types determining staffing requirements based on historical trends and business growth objectives. Account for growth, changes in customer behaviours and taking into consideration seasonal variations and trends ensuring impacts to the business are captured, analysed and recommendations of staffing are delivered in a timely manner. Establish a statistical baseline forecast for all departments and provides clear communication of the forecasted workload, changes, assumptions, inputs to relevant stakeholders. Analyze forecast vs demand volumes. Maintain the intraday patterns on WFM platform. Work together with the other members of the Planning team to ensure understanding/requirements with our scheduling/Real time teams. Perform ad hoc duties as assigned. Required qualifications, capabilities, and skills: Planning, time management, strong analytical, problem solving and organisational skills. Financial Services Call/Contact Centre experience and in long/short term forecasting. WFM experience beneficial. Strong skills in Microsoft Office products (Excel, Word, PowerPoint etc.). Excellent communication skills. Strong experience in business analysis, reporting of business data, problem identification, resolution and root cause analysis. Ability to partner and work collaboratively with others. Demonstrated ability to influence stakeholders at a variety of levels.

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