Forecast Analyst

5 hours ago

Manila, National Capital Region, Philippines Tenerity PH Full time ₱750,000 - ₱1,200,000 per year

Responsibilities

  • Performance Analysis
  • To identify Service Delivery risks within the change management cycle, analyze, and take action to mitigate / remove them ensuring that objectives are achieved or exceeded, including but not limited to budget targets, customer journey, and employee work/life balance.
  • To identify Service Delivery opportunities within the change management cycle, analyze and take the appropriate action to ensure that all opportunities are maximized to meet or exceed goals.
  • Support the operation and allocate resource effectively, feeding back variance to forecast metrics (AHT, demand, shrinkage) and providing strategic options to improve performance position.
  • Deliver creative, relevant and meaningful insight on business performance by interpreting operational processes, identifying data anomalies, patterns, KPI relationships and trends.
  • To work with department managers to ensure that risks are clearly understood and mitigated where appropriate, ensuring that they are able to make informed tactical decisions with regards to the deployment of resources within their departments.
  • Proactively look at ways to drive continuous performance improvements for service delivery within the contact center.
  • Management Information
  • To produce weekly and monthly reports in a timely manner that supports the planning cycle and key stakeholder requirements, such as Client, CC Management Team, product and Marketing. To include but not limited to Schedule Adherence, AHT, Daily/Weekly/Monthly Service Levels, Trend / Root Cause Analysis (RCA), IVR Management Information and Ad hoc requests.
  • Build and maintain accurate historical records
  • Assist in the development and continuous improvement of current and new processes, ensuring that these meet key stakeholder needs
  • Provide the business with timely status updates on projects and initiatives
  • Facilitates new hire production planning process between WFM, Operations, Training and HR/Recruiting
  • Relationship Management
  • Liaise with and build strong relationships with key internal customers and stakeholders to ensure that their expectations are met and managed at all times. Includes but not limited to Senior Management Team, Contact Centre Managers, Telecoms, Product, Marketing and Client Management.
  • Liaise with and build relationships with key external customers to ensure that their expectations are met and managed at all times.
  • Other
  • Take a proactive approach to all business tasks to support the WFM Management Team
  • Support and guide the wider team to ensure core priorities are consistently delivered
  • Ensure that all processes are mapped and kept up to date
  • Carry out any other tasks or duties as may be set from time to time

Qualifications

  • Proven experience of data gathering, analysis, interpretation and presentation to key stakeholders is essential along with the ability to identify and implement any required actions from the data analysis
  • Thorough knowledge and understanding of the principles of the WFM planning cycle is essential
  • Working knowledge of resource planning across multiple customer contact channels, i.e. telephony, email, multi-media etc is essential
  • Robust understanding of WFM applications in a BPO setting, particularly NICE IEX and inContact as well as a wider knowledge of the Call Centre industry
  • Knowledge of reports, statistics and the production and presentation of Management Information is desirable

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