Overview:*recruiter*:manuel garcia*manager*: monica estrada*level*: staff iv*:calculate engagement center workloads based on historical behavior, considering internal (promotions, end of month, etc.)
& external atypical events.
monitor forecast accuracy (compliance against the forecast) with the objective of evaluating & improving the predictability model.
provide guidance & feedback in support of the intraday operation by suggesting staffing adjustments in response to forecasted workload deviations.
*responsabilities*:- generation of forecasted contact volume (inbound, outbound, chat, sms, as applicable) for rom (rest of month) & eom (end of month) periods- monitoring & integration of contact volume & aht trends in the forecast model- generation of headcount requirements by interval, day, week & month for inbound, outbound, chat or sms as applicable- monitoring & integration of shrinkage factors into the staffing model- forecast accuracy analysis (tracking & evaluation of actual vs forecast results along with documentation of influencing factors)- schedule optimization to align to interval hc requirements- intraday management support as needed- mid term management & planning of agent off phone & time off (vacation, unpaid time off, etc.
)- management & maintenance of wfm forecasting tool configurations (genesys)- engagement center performance results presentations (kpis include staffing levels, service level, abandonment, average handle time, etc.
)- participation in the implementation of new technology solutions to improve engagement center productivity.job qualifications:*skills*:- data analysis (highly analytical).- workload distribution models.- advanced excel- attention to detail- capacity for workload and coverage in the short, medium, and long term (time management)- basic knowledge of call center (terminology, concepts, metrics, knowledge/definition of call center metrics.
*languages*:english b2 and above.
*required experience*:- experience working with forecasting models (simple linear regression, multiple linear regression & time series such as naïve, simple average, simple moving average, weighted ma, exponential smoothing, trend adjusted es, curve fitting, arimas).- experience with programming languages for forecasting - (r, python, etc.).
*education*:- bachelor's degree in a number oriented major (actuarial science, economy, financial planning, logistics, math, statistics, or any engineering degree)