WFM Forecasting

2 days ago

Manila, National Capital Region, Philippines Insite Managed Solutions Full time ₱1,200,000 - ₱2,400,000 per year

This is for international applicants only. If you are located in the U.S., please visit our Careers Page.

We are unable to sponsor or take over sponsorship of an employment Visa at this time. We do not offer international contractor roles, ONLY international employment agreements.

Curious? Join the InsiteJourney

This is a remote role for individuals who currently reside in the Philippines

Are you a good fit for our team? Insite's purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together

The Forecasting & Capacity Planning Analyst will support the Workforce Management team by building, updating, and managing short and long term forecasts, capacity planning, and completing data analysis using Excel and other data tools. You will play a crucial role in collecting and interpreting complex workforce data to develop and maintain comprehensive forecasts, capacity plans, reports, and dashboards. The Forecasting & Capacity Planning Analyst will think outside of the box and provide expert recommendations on next steps based on the data story available.

How you can be Exceptional in this role:

  • Perform the creation, real-time updates, and short and long-term forecasting with accuracy, and expertise
  • Manage own performance with minimal supervision
  • Be curious and creative with data, the process, and the business of operations to learn, discover new insights, and contribute
  • Dig in and analyze data and processes using critical thinking to recommend improvements for the client and define a clear path for improvement with return-on-investment calculations
  • Communicates verbally, written, and remotely at a high level

How you will help us Succeedtogether:

  • A minimum of 3-years experience within a contact center Workforce Management environment
  • Expertise creating, updating, and explaining short and long term forecasts and capacity plans
  • Strong analytical and organizational skills

How you can Stand out:

  • Expertise utilizing PowerBI
  • Strong Microsoft Office product proficiency (PowerPoint and Excel: experience using pivot tables, formulas, etc.)
  • Experience with ACD WFM systems like NICE CXone, NICE IEX, Genesys, Five9, OR Calabrio
  • Intermediate knowledge of call center management and all related calculations

Equal Opportunity Employer M/F/D/V

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