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