Workforce Management Forecasting Analyst

As a Workforce Management Forecasting Analyst, you will be responsible for the creation of long and short term forecasts for over 20 languages, across 60 departments, spanning web chat, email, voice and back office workloads.

Our workforce management area is expanding and we are looking for a highly motivated individual with a proven track record in forecasting who will bring a wealth of knowledge and expertise with them. Excellent communication skills across all medias are essential to keep planning teams and key stakeholders informed.

The forecasting team are responsible for the capacity planning and the delivery of the budget FTE requirements for over 5,000 FTE globally. You will need to be able to handle a dynamic and changing environment, and meet deadlines across multiple concurrent workstreams, ensuring that the business is informed of the changes and development of our customer bases, and recommendations to meet the demand appropriately channelled.

You will have an interest in data and take pride in preserving its integrity and accuracy to keep planning teams well informed. You will be able to use a WFM System to create and navigate forecasting models to ensure the correct ones are in place to support the needs of the business.

The role will also involve contributions to capacity planning and recruitment, as well as the development of junior forecasters who will be supporting this role.

Preferred Skills, Qualifications and Experience

• Experience in a contact centre planning or forecasting role (with 3+ years’ experience).
• Strong capabilities in creating and maintaining detailed forecasts, both short and long term.
• Experience of using WFM tools and systems, Nice IEX is preferred.
• Experience of scheduling and forecasting for back office workload.
• Understanding of budgeting process and planning cycles.
• Skilled in data analysis, statistical modelling and interpretation.
• Excellent knowledge of forecasting algorithms, including explaining best fit.
• Strong presentation skills across mixed medias.
• Gaming Industry knowledge is desirable but not essential.

Main Responsibilities

• Creating and maintaining of forecasts, short and long term, across multiple sites, languages and teams, both front and back office.
• Ensuring correct forecasting methodologies are in place.
• Ensuring the integrity of data is upheld in the WFM system to enable accurate forecasting.
• Analysing regularly KPI’s and making recommendations to improve efficiency.
• Tracking variance to ensure stakeholders understand “actual vs expected” performance.
• Presenting forecasts and recommendations appropriately and regularly to stakeholders.
• Assessing the impact of upcoming change and flags risk to the planning team.
• Documenting methodologies, modelling specifications and results diligently.
• Providing and communicating data for capacity planning and recruitment.
• Converting model outputs and statistics into valuable insights for departments.

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