workforce management forecaster.

¡Esta propuesta te puede interesar!

En Randstad nos moviliza ayudar a las personas y a las organizaciones a desarrollar todo su potencial. Ese es el compromiso que asumimos como compañía en todo el mundo, un compromiso que nos impulsa a ir más allá para lograr que nuestros clientes y candidatos alcancen el éxito. ¿Cómo lo hacemos? Combinando nuestra pasión por las personas con el poder de la tecnología, creando experiencias más humanas, que nos permitan ser una fuente de inspiración y apoyo para quienes nos eligen. Porque estamos convencidos de que mejores personas hacen mejores empresas.

 

Why You Should Consider This Role

• You love numbers, data, and stats

• You only use shortcuts in Excel

• You are naturally geared towards identifying trends, finding patterns, and solving complex problems

• You treat others with dignity and respect while delivering results

• You are comfortable dealing with multiple priorities

• You are a thinker and doer all at the same time

• You go above and beyond in your role because you want to, not because you have to

What You Will Like

• The people – we care

• The diversity – every day is different

• The excitement – we focus on ‘What Matters Most’ to our customers

• The difference in the value the company places on strong leadership

• The opportunity to learn, grow, and advance within our Fortune 500 global company

• Competitive salary

Key Responsibilities:

• Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up to 24 hours a day

• Review historical metrics used to forecast daily to real-time metrics to constantly update historical data

• Complete staffing analysis and plans for budgetary purposes, including but not limited to complex "what-if" scenarios related to potential new client relationships (RFPs), efficiency scenarios, Digital First initiatives, etc. Develop relationships with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc., to ensure accurate forecasting

• Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle

• Provide daily reports on assigned campaigns that measure the effectiveness of forecasting as needed. Participate in projects as a team member to obtain marketing projections for new and existing campaigns. Relay relevant information to the WCC (Workforce Central Communications)

• Carry out reporting assignments of a complex nature. Make recommendations based on analysis to drive increased staff utilization and reduce expenses

• Assist the Command Center with allocation of call volume when necessary

Basic Qualifications:

• Bachelor’s degree or student in related fields (Data Analytics, Engineering, Computer Science, Maths, etc.) or equivalent experience preferred

• Experience working in a contact center environment

Other Requirements:

• Superior organizational skills, including the ability to manage multiple, complex projects simultaneously

• Strong statistical background

• Knowledge of Automated Distribution Software and applications

• Experience in building and maintaining relationships with various levels throughout an organization

• Proficiency in MS Office, including PowerPoint, Project, MS Access, database structures, Crystal Report Writer, and the Internet

• Self-starter, self-disciplined, and target-focused but able to work in a matrixed environment

• Excellent written and verbal communication skills

• Proven ability to drive quantifiable business results

• Excellent collaboration skills, team-oriented working style

• Ability to work independently and achieve results under time pressure

• Ability to present to leaders

Preferred Qualifications:

• Broad knowledge of Aspect eWFM in a virtual call center environment

• Avaya and/or Rockwell Automated Call Distributor experience

 

Si considerás que reunís los requisitos para el puesto y te gustan los desafíos, no lo dudes…. ¡Postulate!

Nos esforzamos todos los días en crear un entorno diverso y nos enorgullece ser una empresa con igualdad de oportunidades para todas las personas, independientemente de su raza, color, religión, sexo, identidad sexual u orientación sexual, país de origen, genética, discapacidad o edad.