Forecast and Planning Analyst

Overview

The Forecast and Planning Analyst creates and maintains forecasting models to predict future daily and monthly workloads for call center operations.

What you'll do

• Create and maintain forecasting linkages with internal business partners.
• Produce short-term and long-term forecasts using econometric data, adjusted for seasonality and variance.
• Maintain and modify call center forecasting models and recommend process improvements to maximize occupancy.
• Lead staff plan review with operations and make recommendations for staffing utilization.
• Forecast daily, weekly, and period-level contact volume and AHT using historical data and business intelligence.
• Present forecast results and support business partners with analysis and recommendations to optimize productivity.
• Maintain forecast models using Anaplan and Excel and ensure forecast cohesion across time horizons.

What you'll need

• 2 or more years of forecasting and/or planning experience.
• Understanding of statistical time series modelling techniques.
• Strong oral and written communication skills.
• Degree in Statistics, Industrial Engineering, Engineering, or a related technical field (preferred).
• Database management skills.
• Minimum 2 years call center experience and/or minimum 18 months resource planning experience.
• Good working knowledge of IEX (Verant 360) or Aspect.

Details

• Location: India.