Job Description
Job Description
- Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes
- Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions
- Collaborate with various internal customers on impact analysis for proposed contact center changes
- Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
- Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
- Perform various analyses, formulate conclusions, and present conclusions to management
- Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
- Work with business to develop short-term and long-term financial forecasts and budgets
- Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
- Provide variance analysis on forecast performance
- Develop and maintain reporting tools that help analyze forecasting trends
- Bachelors/Associates highly preferred but not a requirement - relevant experience is also accepted
- 2+ years of non-accounting forecasting/reporting experience
- Preferred knowledge of - Minitab, Clarabridge, SQL, PowerBI