Overview:
statement:
calculate engagement center workloads based on historical behavior, considering internal (promotions, end of month, etc.) & external atypical events.
monitor forecast accuracy (compliance against the forecast) with the objective of evaluating & improving the predictability model.
provide guidance & feedback in support of the intraday operation by suggesting staffing adjustments in response to forecasted workload deviations.
detailed responsibilities:
1. Generation of forecasted contact volume (inbound, outbound, chat, sms, as applicable) for rom (rest of month) & eom (end of month) periods
2. Monitoring & integration of contact volume & aht trends in the forecast model
3. Generation of headcount requirements by interval, day, week & month for inbound, outbound, chat or sms as applicable
4. Monitoring & integration of shrinkage factors into the staffing model
5. Forecast accuracy analysis (tracking & evaluation of actual vs forecast results along with documentation of influencing factors)
6. Intraday management support as needed
7. Mid term management & planning of agent off phone & time off (vacation, unpaid time off, etc.)
8. Management & maintenance of wfm forecasting tool configurations (genesys)
9. Engagement center performance results presentations (kpis include staffing levels, service level, abandonment, average handle time, etc.)
10. Participation in the implementation of new technology solutions to improve engagement center productivity.
job qualifications:
required qualifications:
*skills*:
- data analysis & interpretation
- advanced excel
- advanced understanding of workload distribution
- objective oriented
- attention to detail
- organization
- proactivity
- decision making
- excellent verbal & written communication
languages:
- advanced english
- advanced spanish
*experience*:
- data analysis & review
- forecasting models
- key performance indicator follow up
- workload distribution models
*education*:
- bachelor's degree in a number oriented major (actuarial science, business administration, economy, financial planning, logistics, math, statistics or any engineering degree) - in progress or completed
preferred qualifications:
- 1 year in a similar position