Overview:
*recruiter*: manuel garcia
*manager*: monica estrada, sr. Manager, wfm, americas
*level*: staff iv
*:
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.
*responsabilities*:
generation of forecasted contact volume (inbound, outbound, chat, sms, as applicable) for rom (rest of month) & eom (end of month) periods
monitoring & integration of contact volume & aht trends in the forecast model
generation of headcount requirements by interval, day, week & month for inbound, outbound, chat or sms as applicable
monitoring & integration of shrinkage factors into the staffing model
forecast accuracy analysis (tracking & evaluation of actual vs forecast results along with documentation of influencing factors)
schedule optimization to align to interval hc requirements
intraday management support as needed
mid term management & planning of agent off phone & time off (vacation, unpaid time off, etc.)
Management & maintenance of wfm forecasting tool configurations (genesys)
engagement center performance results presentations (kpis include staffing levels, service level, abandonment, average handle time, etc.)
Participation in the implementation of new technology solutions to improve engagement center productivity.
Job qualifications:
*skills*:
data analysis (highly analytical).
Workload distribution models.
Advanced excel
attention to detail
capacity for workload and coverage in the short, medium, and long term (time management)
basic knowledge of call center (terminology, concepts, metrics, knowledge/definition of call center metrics.
*languages*:
english b2 and above.
*required experience*:
experience working with forecasting models (simple linear regression, multiple linear regression & time series such as naïve, simple average, simple moving average, weighted ma, exponential smoothing, trend adjusted es, curve fitting, arimas).
Experience with programming languages for forecasting - (r, python, etc.).
*education*:
bachelor’s degree in a number oriented major (actuarial science, economy, financial planning, logistics, math, statistics, or any engineering degree)