Job Description

• Accurately forecast customer volume across various channels monthly, daily and down to interval level.

• Build a WFM strategic plan to increase forecast accuracy to achieve Contact Centre key performance indicators

• Translate forecast information into FTEs required and staffing schedules

• Optimize schedule placement to best match volume arrival patterns

• Utilize forecasting/staffing information to properly support the Contact Centre operations in terms of seat capacity, work locations etc.

• Responsible for staff scheduling across multiple channels and deliver on critical staff planning activities like meals /leave scheduling and adjustments.

• Manage and maintain capacity planning tools used internally in terms of historical forecast models, agent information and staffing schedules.

• Conduct data analysis, trending analysis, and preparation of hourly, daily, and monthly contact centre performance and KPI reports

• Propose, plan and implement new WFM capabilities and initiatives to ensure KPIS are met based on the strategic direction

• Attends daily, weekly and monthly staff and operational meetings as requested

• Conduct new hires induction walk through as requested.

• Undertake any assignments as and when assigned.

Qualifications

Have obtained a Degree or equivalent education/experience

• At least 2 years of Workforce Management experience in a contact centre and understanding of various telephony technology for contact centre is preferred

• Experience using capacity planning software - NICE IEX or equivalent preferred

• Familiar with contact centre metrics, scheduling principles and operations

• Strong analytical and problem-solving skills with proven experience analysing, interpreting, and summarising complex data

• Proven experience of producing accurate intraday / interval workload forecasting models using statistical techniques across multiple channels (calls, chats, emails, and back office)

• Must be proactive, able to work independently and have ability to multi-tasking with ease

• Have a flexible schedule and be willing to work varied hours and days including evenings and weekends when the required

• Ability to work efficiently in a high demand, team oriented and fast-paced environment

• Good organizational skills and effective time management

• Demonstrate strong sense of responsibility, dedication and follows through with commitments

• Strong interpersonal and written communication skills

• Strong attention to detail and accuracy is essential