Workforce Forecaster

NICE Systems

Taguig City, Metro Manila
Permanent
Full-time

11 days ago

Workforce ForecasterLocation: Taguig City, PhilippinesResponsible for the forecasting of interactions and productivity, capacity management, pool management, production planning and staff planning of one or more Client Teams. Coordinating the required capacity and deployment in agents and workplaces within a Client Team, in such a way that optimal utilization and occupancy is realized and the project KPI's made can be met.As a Workforce Management Team Member, a Typical Day Might Include the Following:(PLANNING) Establishing and updating the historical forecast, +13-week capacity planning and production planning, in such a way that optimal utilization of the project(s) can be realized. To this end:

collecting, organizing and assessing data regarding the expected short- and medium-term production;
adjusting the production planning based on experience data and additional information of Delivery Manager and Client Team Manager
preparing forecasts for the medium term (at least 13-weeks) in consultation with the Client Team Manager and Delivery Manager;
reporting the planning information, both internally to Client Teams and to WFM Business Partner.

(SCHEDULE) Taking care of the requirement planning and staff planning (agent schedules) of the Client Team, in such a way that optimal occupancy of the Client Team is realized, the service level agreements can be realized and the production plans are approach the best way possible. To this end:

pool management; updating the planning files regarding the projects and the skills and availability of any special arrangements with agents and call workers;
monitoring and anticipating on the qualitative and quantitative availability of production capacity.
Signaling and applying for training for agents based on capacity demands (such as a shortage in staff with a certain skill).
Assessing and possibly adjusting the staff planning generated by the automated system, signaling details, errors and shortcomings
adjusting the production planning to unforeseen circumstances, requested and granted leave, sickness reports etc.
Approving / denying requests for leave, availability, switched shifts etc
publishing the schedules to the agents and the other stakeholders.

(ADVICE) Providing additional information regarding the optimization of occupancy, in such a way that action can be taken in a timely manner. To this end:

informing the Delivery Manager and WFM Business Partner about the necessity to adjust the forecast in case of structural deviations.
Analyzing and issuing advice on possible optimization of production and staff deployment.
Signaling and reporting possible bottlenecks

To Land This Gig You'll Need:

Minimum of 4+ years in contact center workforce role.
Bachelor's degree in a related discipline such as communication, economics, logistics or mathematics.
Workforce experience relative to long and short-term forecasting, scheduling, vendor requirements, real-time traffic and/or intraday management.
Experience with NICE WFM systems as well as proficiency in Microsoft Office, particularly Excel (ie pivot tables, VisualBasic and Macro's) and Windows.
Ability to work successfully in an outsourced vendor environment while achieving performance expectations.
Excellent problem-solving ability in high pressure situations.
Excellent verbal, written communication, and presentation skills in English are a must.
Other WFM software experience.
May require analytical skills, solid mathematics and problem-solving backgrounds.
Proactive working style.
Ability to meet deadlines with accuracy.
Knowledge about COPC is preferred
Proven ability to multi-task.

NICE Systems

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