Associate WFM Manager – Forecasting

ACTIVITIES PERFORMED ON THE JOB:

• Lead Planning and forecasting for one or more products in CEG and manage end to end interactions with Senior leadership, Operations, Finance, etc
• Develop forecasting models to predict voice contact volume and key call statistics, email volume, chat/Messaging, and future additional channels
• Communicate necessary real-time and proactive adjustments to the workforce plan based on changing/dynamic forecasts and re-forecast when necessary
• Collaborate with other departments, team managers, Operation Leaders to identify opportunities for improvement of resource utilization
• Lead/participate in workforce management-related projects with various teams within and outside CEG
• Communicate with Senior leadership team and recommend actions related to forecasting and resource planning
• Collaboration with wider WFM team and WFM Leadership team by providing input on decisions or updates and be open and constructive about what is not working well and how the group can improve

t’s Great If You Have:

• Strong Excel skills and beginner SQL skills
• Experience in Python or R is good to have
• Understanding of data visualization tools like Tableau