- Esmane info
Very good communication skills (both written and verbal) in English;
Experienced MS Excel user;
Organized, accurate & able to follow procedures and guidelines to the point;
Flexible and takes responsibility;
Proactive and able to follow through to ensure desired results;
Can handle stress well;
Prior experience within contact center workforce management is important;
You will be working as part of a small, but efficient team of Forecasting Analysts that engage in forecasting & capacity planning processes as per established regional procedures & contractual (Webhelp & Client) expectations.
RESPONSIBILITIES AND TASKS:
Organizing & analyzing data required for forecasting - including historical volume, handle time, shrinkage, attrition & other data (down to 15-minute interval level where necessary);
Developing forecasts (if the forecast is coming from Client, working with Client forecast and creating your own shadow forecast) & calculating staffing needs for each LOB towards every 15-minute interval;
Capacity & recruitment planning, updating of capacity plans with forecasts and staff data;
Annual holiday budget planning;
Post-mortem analysis to improve the accuracy of forecasts and capacity plans;
Regular & organized communication with Scheduling specialists, Real-Time Management, Operations, and Client representatives;
Other areas that support the achievement of business goals within the workforce management field, for example, assisting account management with budget planning regards to forecasts;
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WHAT YOU CAN EXPECT FROM US?
• A salary based on your experience and skill level.
• International work environment (Webhelp employs 100,000 people all over the world), with many (also international) opportunities for professional and personal growth.
• Hybrid work solution, on-site or from home.
• Ability to develop contact center business knowledge.
• Great team of colleagues and excellent working atmosphere.
START: As soon as possible, according to the agreement
EMPLOYMENT TYPE: Full time
SALARY: From 1800 EUR gross monthly
WORKING HOURS: Business hours Monday-Friday
LAST APPLICATION DATE: 28.11.2022
Webhelp is looking for a talented Forecasting Analyst to become part of our internationally well-known contact center team.
Come and join us as part of the Webhelp Team!
If you think you are the perfect candidate for this role, please apply by submitting your CV in English. Only candidates who are chosen to second round will be contacted.