WFM Lead

Lead - WFM - Forecasting & Capacity Planning

Expertise and responsibilities associated with this position.

• Assist forecasts for all assigned contact-center support volume with help of various statistical forecasting norms and business intelligence
• Should be open to doing RTA for the initial few months in order to understand the business needs.
• Prepare capacity plans for multichannel environment; Voice, Backoffice and chat for Inbound and outbound work flow.
• Should have a good understanding of FTE calculation and CPH
• Develop strategies to reach campaign objectives.
• Design metrics and prepare reports to monitor forecast accurately and analyze all contact support volume trends.
• Prepare summaries of all items and evaluate all Seasonality and forecast patterns.
• Coordinate with internal and regional stakeholders for any volume drivers and contact volume growth.
• Develop upgrade and modelling techniques to improve forecast projections for assign processes.
• Perform regular analysis on various metrics such business seasonality, trends and determine forecast with accuracy.
• Coordinate with various teams and gather and explain data from multiple sources to formulate future volume forecasts.
• Supervise statistical accuracy of current and future forecasts and adjust according to requirements.
• Prepare a long range (1 Year-outlook), mid-range (6 months-tentative) and short-range (3 months-locked) forecast to make plans for assigned business lines.

Qualification & Skill Required

• 10+ years of experience in a Workforce Management with 5+ years in forecasting and capacity planning
• Preferred proven experience in outbound sales planning, preferably in managerial role or exposure towards stakeholder management
• Proficiency in Microsoft Excel- Pivot Tables- Dashboard, preferably VBA
• Ability to work independently, multi-task and meet deadlines
• Analytical interpretation of data
• Must be able to work with all levels of the organization in capturing, managing and communicating metrics
• Excellent written and verbal communication skills
• Bachelor's Degree holder (or equivalent experience)