WFM - Tactical Scheduler / Forecaster

Summary :

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 within a short time frame, usually focusing 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.

Your role in our mission :

Skills and qualifications for a WFM short-term forecasting role :

• Strong analytical skills and proficiency in data analysis techniques
• Experience with workforce management software and forecasting tools
• Excellent communication and collaboration skills to effectively communicate forecasts to stakeholders
• Understanding of contact center operations and key performance indicators (KPIs)
• Proficiency in Microsoft Excel and other data analysis tools
• Ability to work under pressure and adapt to changing conditions

what we are looking for :

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

Utilizing WFM software to build and maintain short-term forecasting models, adjusting parameters based on current trends and seasonal fluctuations.

Monitoring real-time call volume and service levels, making necessary adjustments to staffing schedules as

needed throughout the day.

Communicating forecast updates to operational teams, including supervisors and agents, to ensure proper staffing levels are maintained.

Generating reports on forecasting accuracy, identifying areas for improvement, and proposing adjustments

to forecasting methodologies.

Assessing potential impacts of events like promotions or holidays on staffing requirements and adjusting forecasts accordingly.

Identifying emerging trends in stakeholder demand and incorporating them into short-term forecasts.

What should we expect from this role :

Skills Required

Microsoft Excel, contact center operations