Forecasting Executive

Job Description

• Long term & short term forward planning. Understand the forecast variance, account for growth based on seasonal variations and special events & identify what needs to be adjusted.
• Responsible for overseeing the performance of the Operations, analysing the call arrival pattern, average handling time, shrinkages & staffing to ensure service level goals are being met.
• Performs Workforce Management analysis, reporting & recommendations such as impact of product launch, set-up of new hotlines, implementation of new system, staffing requirements & projected service level.
• Ensures that the forecast accuracy target of the Team is within target of +/- 5% for Hotlines with 0 to 50k volume; +/- 7% for Hotlines with 51k to 99k volume; and +/-10% for Hotlines with 100k and above.
• Liaise with the Management. Leads the Weekly Pre-Ops Session & the Quarterly Review.
• Ensures all Forecasting touch points such as i360, Capacity Plan, Roadmaps, GCEO, Customer Base, Daily Accuracy Tracker, Heat Map, CCA are align.
• Others: Adhoc such as Forecasting Model, FTE Computation, High Level Analysis for the Management, What-if’s scenarios,
• Maintains i360 (Set up of New Campaign, Clean up, Add new skills, configure etc).
• Identify process enhancement & delivers a project that will assist the Team have some efficiency gains.
• Participate in the Annual Operations Planning (AOP) to support TL to prepare.

The Ideal Candidate:

• Min. Diploma with at least 1 year of working experience in Workforce planning or Call Center operations preferred
• Proficient with MS Excel, PowerPoint, MS Word etc, AVAYA CMS and Workforce Management tool
• Possess good analytical skills in trend analysis as well as strong interpersonal skill
• Good understanding in macro script writing / visual basic knowledge
• Advanced level in Microsoft Excel spreadsheet and database knowledge would be preferable
• Team player and can handle multi-tasking with minimum supervision