Job Title: Work Force - Planner/Forecaster
Reports to: Work Force Manager
KEY RESPONSIBILITIES
Collect information for Forecasting/Planning
- Collect relevant program information about contractual KPIs/operational assumptions
- Collect information about “What If” scenarios impacting KPIs/Financials
- Validate planning assumptions
- Tool management (creation/update of campaigns)
Forecasting
Internal Forecast:
- Create forecast with trend analysis (level, seasonality, trend)
- Signoff/agreement from client to lock forecast
External Forecast:
- Validate client forecast with trend analysis (level, seasonality, trend)
- Forecast breakdown (STF)
Long term Forecast lock process (Internal/External):
- Lead forecasting calls
- Validate and recommend changes or acceptance of forecast
- Update forecast in WFM tool
Planning
Calculate staffing:
- Scenario building
- Update planning assumptions
- Calculate requirements
- Update glide path and learning curve
- Publish O/U and mitigation plans
Discussion with stakeholders:
- Lead planning calls and share best fit recommendations
- Signoff/agreement from internal stakeholders
- Publish the final plan and communicate with internal stakeholders
Ad-hoc scenarios based on change in internal/external factors
Budgeting/Financial recommendations:
- Partner with FP&A & operations/AM in annual budgeting process
- Share trend analysis assumptions and base budget inputs.
OTHER QUALIFICATIONS
Experience
- One year or more of experience in scheduling. IEX experience preferred (in call center environment).
- Proven experience communicating with peers and associates
Education
- Ideally higher or University education with a technical background (mathematical or statistical course desirable)
Certifications and Licenses
Languages
- Local language (required)
- English (required)
- Other languages (nice to have)
Tools and Applications
- Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
- SQL/VBA macros an asset
- Experience with IEX, CMS, Avaya, IEX is an asset