Job Title: Work Force - Planner/Forecaster
Reports to: Work Force Manager
KEY RESPONSIBILITIES
Collect information for Forecasting/Planning
* Collect relevant program information about contractual KPIs/operational assumptions
* Collect information about "What If" scenarios impacting KPIs/Financials
* Validate planning assumptions
* Tool management (creation/update of campaigns)
Forecasting
Internal Forecast:
* Create forecast with trend analysis (level, seasonality, trend)
* Signoff/agreement from client to lock forecast
External Forecast:
* Validate client forecast with trend analysis (level, seasonality, trend)
* Forecast breakdown (STF)
Long term Forecast lock process (Internal/External):
* Lead forecasting calls
* Validate and recommend changes or acceptance of forecast
* Update forecast in WFM tool
Planning
Calculate staffing:
* Scenario building
* Update planning assumptions
* Calculate requirements
* Update glide path and learning curve
* Publish O/U and mitigation plans
Discussion with stakeholders:
* Lead planning calls and share best fit recommendations
* Signoff/agreement from internal stakeholders
* Publish the final plan and communicate with internal stakeholders
Ad-hoc scenarios based on change in internal/external factors
Budgeting/Financial recommendations:
* Partner with FP&A & operations/AM in annual budgeting process
* Share trend analysis assumptions and base budget inputs.
OTHER QUALIFICATIONS
Experience
* One year or more of experience in scheduling. IEX experience preferred (in call center environment).
* Proven experience communicating with peers and associates
Education
* Ideally higher or University education with a technical background (mathematical or statistical course desirable)
Certifications and Licenses
* n/a
Languages
* Local language (required)
* English (required)
* Other languages (nice to have)
Tools and Applications
* Advanced level of MS Excel (including advanced formulas) and also Word, PowerPoint and Outlook.
* SQL/VBA macros an asset
* Experience with IEX, CMS, Avaya, IEX is an asset
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