Workforce Management Analyst - Forecasting
- Gainwell Technologies
- 5 - 10 years
- Bengaluru
- 3 months ago
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Job Description
Workforce Management (Forecasting)
Night Shift
Location Remote India
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.
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
Role & Responsibilities
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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: IT ConsultingRole: IT Consulting - OtherEmployement Type: Full timeContact Details:
Company: Gainwell TechnologiesLocation(s): Bengaluru
Keyskills: Forecasting Workforce Management Capacity Planning Real Time Analysis Scheduling
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