Workforce Management Analyst - Forecasting

Workforce Management (Forecasting)

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 withina short time frame, usuallyfocusing 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 skillsand proficiency in data analysistechniques

Experience with workforcemanagement software and forecasting tools

Excellent communication and collaboration skillsto effectively communicate forecasts to stakeholders

Understanding of contactcenter operations and key performance indicators (KPIs)

Proficiency in MicrosoftExcel and otherdata analysis tools

Ability to work under pressureand adapt to changing conditions

Role &Responsibilities

Data analysis :

Regularly reviewing historical call volume data,stakeholder behavior patterns,and other relevantmetrics to identify trends and patterns for accurate forecasting.

Forecasting modelcreation :

Utilizing WFM software to build and maintain short-term forecasting models, adjustingparameters 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 reportson forecasting accuracy, identifying areas for improvement, and proposing adjustments