The R ole
The Forecasting & Capacity Analyst is responsible for managing, developing, and maintaining telephony (inbound and outbound), digital and back-office forecasts for the front-line business, enabling SLA and AR management and decision support capability. Working with key business stakeholders across the business, the Forecasting & Capacity Analyst will also support the design, implementation, and production of operational reporting, supporting the Forecast.
Position Accountabilities
Create accurate multimedia workload, service level and FTE requirements forecasts on a long-term, monthly, weekly, daily and interval level.
Ensure accuracy of forecast by analyzing and monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month: call/work volume, arrival patterns, average handling time, shrinkage, attrition, intra-day resource alignment to demand etc.
Design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input/driver variables.
... Click here to view more detail / apply for Forecasting & Capacity Analyst
The Forecasting & Capacity Analyst is responsible for managing, developing, and maintaining telephony (inbound and outbound), digital and back-office forecasts for the front-line business, enabling SLA and AR management and decision support capability. Working with key business stakeholders across the business, the Forecasting & Capacity Analyst will also support the design, implementation, and production of operational reporting, supporting the Forecast.
Position Accountabilities
Create accurate multimedia workload, service level and FTE requirements forecasts on a long-term, monthly, weekly, daily and interval level.
Ensure accuracy of forecast by analyzing and monitoring the performance of the capacity plan on all key drivers quantifying their impacts on service levels each month: call/work volume, arrival patterns, average handling time, shrinkage, attrition, intra-day resource alignment to demand etc.
Design and maintain simulation models that effectively reflect current business assumptions while ensuring flexibility to change key input/driver variables.
... Click here to view more detail / apply for Forecasting & Capacity Analyst
