Position: WFM Forecasting Analyst
Location: First Floor, Block A, Enkay Center, Plot No. 448/A, Phase V, Udyog Vihar, Sector 19, Gurugram, Haryana 122016.
Onsite - Work from office
Work Timing: US time zone (Night Shift) i.e. 7:30 pm – 4:30 am IST (1 hr here and there may happen depending on need)
Start Date: Immediate – 30 days (May look at 60 days)
Note: Need exp into Retails industry/ domain & candidates local to Gurugram, HR as this is onsite position.
Role and Key Responsibilities
- Responsible for adjustments of the outcome of the promotional predictive model based on data analytics using Simple linear regression/ Multiple linear regression/Trend/ Forecast Triple Smoothing/ Weighted moving averages.
- Responsible for KPI's as Forecast Accuracy, Forecast Bias, exceptions and outliers
- Integrate top-down forecast in bottom-up
- Manage volume exception driven by sales input in overall volume forecast
- Translate the innovation and relaunches forecast for the full horizon (0-18 months) in Unilever's planning tools.
- Manage Assumptions, Risks and Opportunities & translate to volume impact
- Actively contribute to the improvement roadmap – both in execution as well as in proactively propose potential opportunities.
- Analyze datasets and the outcome of our predictive model
- Maintain and Analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
- Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.
- Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts.
- Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.
Required Experience & Knowledge
- Graduate with contact center experience and good communication skills.
- Workforce Management (WFM) experience with 3+ years in Forecasting.
- Experience using all of the following forecasting methods: using Simple linear regression, Multiple linear regression, Trend, Forecast Triple Smoothing, and Weighted moving averages
- Experience doing manual forecasting using Excel.
- Knowledge of Contact Center methodologies and operational principles
- Knowledge of WFM Tools (i.e. NICE WFM/Verint/Aspect/Salesforce).
- Bachelor's degree in related field from a four-year college or university program.
- Basic knowledge of the call center industry.
- Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
- Knowledge of ACD and Call Center Workforce applications - preferred.
- Proficient in Microsoft Office.
If you are interested please share you updated resume copy to [Confidential Information].
