Workforce Forecaster
Workforce Forecaster
(National Capital Reg - Quezon City)
Responsibilities:
Maintain and analyze historical trend data within Forecasting and Scheduling tool for all specified departments and countries. This includes maintaining accurate seasonal factors and holiday factors on a department-specific basis.
Provide local Operation Planning teams with contact volume, handle times, and staffing projections on a weekly, daily, and intra-day basis.
Prepare department-specific weekly reports and analysis comparing actual performance to the forecast and provide recommendations for improving the accuracy of future forecasts.
Conduct weekly conference calls with all business units to discuss trends and explain forecasting assumptions for upcoming 2 weeks.
Develop rolling 90 day forecasts for calls, emails, cases, and handle times for all specified departments.
Work with individual business units or Operations Directors to assist in financial forecasting.
Recommend forecasting and process changes within and beyond the scope of assigned responsibilities.
Participate in special projects as needed and perform other duties as assigned.
Requirements:
Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor’s/College Degree or Post Graduate Diploma / Master’s Degree in any field.
Applicants must be willing to work in Quezon City.
Applicants should be Filipino citizens or hold relevant residence status.
Preferably 1-4 Yrs Experienced Employees.
Full-Time positions available.
Minimum of 2 years of call center experience. At least 2 years of workforce management experience (preferably forecasting) in a multi-site, multi-channel contact center that utilized workforce management software.
Strong analytical skills.
Well developed sense of urgency and follow through.
Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of media channels.
Ability to handle multiple projects under pressure.
Ability to work flexible hours as needed.
Strong interpersonal skills, presentation skills, and ability to work productively with all levels in an organization.
Knowledge of contact center solutions preferred.
Ability to develop and maintain professional working relationships with co-workers and peers.
Ability to maintain highly confidential information.
Ability to adhere to the highest ethical standards including honesty, integrity, dedication and leadership.
Maintain acceptable level of job discretion. Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.
Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words and actions, embodying our core values and behaviors, and communicating with all levels both within the existing team & anyone outside the direct reporting structure.
Maintain confidentiality and adhere to all privacy and security policies.
Apac Customer Services, Inc.
Lot 1 Cyber Park Araneta Center Cubao Quezon City 1770.
Website: http://www.apaccustomerservices.com