Specialist - Forecast Planner.commercial Operations
5 months ago
Call
Volume Distribution between BPO’s for routing and forecasting purposes
Analyse
and interpret all data that impacts on the various CSO touchpoints
Capture
and understand the needs of internal/external departments for all aspects of forecasting,
planning, resourcing, systems configuration and insight reporting
Optimize
scheduling process continuously reviewing volume demand patterns to generate schedules
designed to maximize agent utilization
Produce
contact center short and long term demand forecasts for multiple lines of business and
channels
Establish
key contacts and sources to collect and maintain model inputs such as volumes, initiatives,
average handle time, shrinkage, attrition, headcount etc
Drive
forecasting and model improvements to maximize statistical confidence and operational
accuracy
Produce
capacity planning with staffing and hiring recommendations to meet growth plans and
SLAs
Communicate
and ensure implementation of strategies and plans for customer care and support
defined within the unit
Forecast
the impact of proposed initiatives brought forth by the operations team and confidently
recommend the appropriate staffing actions for the business
Provide
detailed analysis of “what if” scenarios
Serves
as central liaison between locations and BPO partners
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