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Job Description
Structured overview of role & requirementsAbout This Role
Own forecasting call volume, average handle time (AHT), and shrinkage to define staffing needs for contact centers.
Develop and maintain forecasting models and collaborate with multiple departments to ensure accurate staffing aligned with business activities and campaigns.
Provide medium to long-term forecasts and workforce simulations to support strategic initiatives and operational performance targets, including service levels and budgeting.
Minimum Requirements
Graduate degree mandatory.
Extensive experience with Workforce Management (WFM) software and expertise in capacity planning models required.
Experience with Erlang C tool exposure required.
Work Experience Required: Not explicitly mentioned in the JD.
Ideal Candidate Profile
Proficient in advanced Excel, PowerPoint, VBA, Macros, and PowerBI to develop and present forecasting models and reports.
Comfortable operating in fast-paced, time-sensitive, and ambiguous environments requiring quick decision-making.
Experienced in collaborating cross-functionally with Operations, Marketing, HR, Finance, IT, and outsourced partners to align forecasting with business impact.