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Forecasting and Planning Expert
4 days ago
Do you want to make a meaningful impact on our customers' experiences? Are you passionate about improving operational efficiency?
Job ResponsibilitiesWe're looking for a skilled Forecasting and Planning Expert to join our Workforce Management team. As a key member of our planning team, you'll work closely with our analysts and global leaders to drive data-driven decision-making and optimize operational efficiency.
As a Forecasting and Planning Expert, you'll be responsible for developing and maintaining long-term forecasting, capacity plans, and hiring plans for your region. You'll also generate reports on performance metrics, conduct scenario simulations, and provide recommendations to improve customer experience and agent well-being.
Key Skills and Qualifications:
- Experience in forecasting, capacity planning, and scenario modeling within a Workforce Management context.
- Strong analytical skills, with the ability to analyze data, develop actionable insights, and create detailed performance reports.
- Advanced skills in Excel or similar tools, with familiarity with BI tools like Looker a plus.
- Ability to independently identify and address issues, even in ambiguous or unfamiliar situations.
- Track record of identifying opportunities for automation and efficiency improvements, with a focus on optimizing outcomes.
- Excellent relationship management skills, with the ability to ensure alignment and clear communication with internal and cross-functional teams.
- Adept at translating strategy into operational plans, considering customer needs, agent well-being, and organizational goals.
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