Philippines Job Openings

Intelligent Sales Philippines

Workforce Management Forecaster (IT-BPO/Ecommerce)

FULL TIME

September 20, 2024

5+ years of WFM Experience with Scheduling, Planning and Forecasting.
  • Creates and manages new short-term and long-term forecasts based on historical information on volume, trends, levels and seasonality and utilizing various forecasting methodologies.
  • Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
  • Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
  • Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.
  • Working knowledge of WFM tools like IEX and Verint is a must.
  • Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
  • Ability to generate forecasts for businesses with no historical data using forecasting insights gained through industry expertise and existing use cases.
  • Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
  • Ability to perform forecasting in a contact Centre environment and schedule to those needs is a must.
  • Clear communication skills to manage client and stakeholder conversations.
  • Graduate in Mathematics, Science, Statistics, or related field.
  • Team player as well as a skilled individual contributor.
  • Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
  • Proficient in MS Office tools such as Word, Power Point, and Outlook.
Job Type: Full-time
Schedule:
  • 8 hour shift
  • Holidays
  • Night shift
  • Weekends
Supplemental Pay:
  • 13th month salary
Ability to commute/relocate:
  • Cebu City, Cebu: Reliably commute or planning to relocate before starting work (Required)
Experience:
  • Work Force Management: 5 years (Required)
Expected Start Date: 09/30/2024
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