Job Opportunities in Philippines
September 10, 2024
iEminence Consulting Services
Cebu City
FULL TIME
Workforce Management Forecaster
We are seeking a skilled Workforce Management Forecaster to join our team. In this role, you will be crucial in predicting staffing needs to maintain optimal workforce levels and support our service goals and operational efficiency. Your primary responsibilities will include analyzing historical data, identifying trends, and collaborating with various departments to develop precise forecasts and effective staffing plans.
Key Responsibilities:
Pay: Php54,000.00 - Php56,000.00 per month
Benefits:
Key Responsibilities:
- Forecasting and Planning:
- Create and manage workforce forecasts based on historical data, trend analysis, and business needs.
- Utilize advanced forecasting tools and software to predict call volume, email traffic, chat interactions, and other customer engagement metrics.
- Provide actionable insights and recommendations to ensure accurate staffing levels.
- Data Analysis:
- Analyze historical performance data and identify trends to refine forecasting accuracy.
- Monitor and report on key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), and First Call Resolution (FCR).
- Prepare and present detailed reports and visualizations to stakeholders, highlighting forecast accuracy and performance metrics.
- Collaboration:
- Work closely with Operations, HR, and other departments to align workforce forecasts with business objectives and operational requirements.
- Adjust forecasts and staffing plans in response to real-time data, unexpected events, and business changes.
- Engage in regular meetings with management to discuss forecast performance, staffing strategies, and areas for improvement.
- Process Improvement:
- Identify opportunities for enhancing forecasting processes and accuracy.
- Stay informed about industry best practices and emerging trends in workforce management and forecasting.
- Tools and Systems:
- Employ workforce management systems and tools to support forecasting activities.
- Ensure accurate data entry and system maintenance related to forecasting and scheduling.
- Develop and manage short-term and long-term forecasts using historical data and various forecasting methods.
- Analyze current performance and adjust staffing plans in real-time, coordinating with Operations teams to meet service goals across multiple sites.
- Communicate regularly with Operations to adjust staffing based on current and forecasted data.
- Produce daily, weekly, monthly, and annual call volume forecasts for multi-site operations.
- Proficiency with WFM tools like IEX and Verint is required; advanced Excel skills are essential. Knowledge of Python or R is a plus.
- Ability to forecast for businesses with no historical data using industry expertise.
- Understanding of phone, email, chat, community, and social media support.
- Experience forecasting in a contact center and scheduling accordingly.
- Strong communication skills and a degree in Mathematics, Science, Statistics, or a related field.
- Proficiency in Excel; VBA and Macros are an advantage. Familiarity with MS Office tools is required.
Pay: Php54,000.00 - Php56,000.00 per month
Benefits:
- Opportunities for promotion
- Paid training
- Promotion to permanent employee
- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Flextime
- Holidays
- Night shift
- Overtime
- Rotational shift
- Weekends
- 13th month salary
- Overtime pay
- How many years of experience do you have as a Workforce Management Forecaster?
- Are you willing to report onsite?
- Are you comfortable with shifting schedule, weekdays, holidays, and overtime?
- Are you comfortable to undergo background check and drug test?
- What is your mode of transportation?
We regret to inform you that this job opportunity is no longer available
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