Job Description
About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.
About the Job
We are looking for a Forecasting Analyst to join the Workforce Management team and help drive our data-first culture. As a WFM Forecasting Analyst, your mission is to turn data and insights into actionable contact forecasts and to provide the customer service teams with information about potential changes to the staffing needs.
As Forecasting Analyst, You Will…
• Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
• Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
• Collaborate with tactical Workforce teams
• Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
• Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
• Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
• Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
• Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
• Provide medium and short term forecast to account for changes in campaigns or volume disruptors
As Forecasting Analyst, You Have…
• University or post-secondary degree in a related discipline (Economics, Mathematics, etc.)
• Minimum 2+ years of experience in a similar role
• Experience normalizing and utilizing historical data for forecasting
• Strong business acumen combined with exceptional communication skills
• Exceptional time management, organizational and prioritization skills to complete work in a timely manner
• Exceptional analytical, problem solving and decision-making skills
• A deep understanding of numbers and ability to use statistical modeling
• Ability to provide business insight to multiple levels of management with appropriate level of detail
• Familiarity with WFM software packages
• Ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
• Capable of tackling very loosely defined problems
