
Forecasting Executive
5 days ago
**Responsibilities:
- 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
- Liaise with the Management. Leads the Weekly Pre-Ops Session & the Quarterly Review.
- Ensures all Forecasting touch points are align.
Others: Adhoc such as Forecasting Model, FTE Computation, High Level Analysis for the Management, What-if’s scenarios
- Set up of New Campaign, Clean up, Add new skills, configure
- Identify process enhancement & delivers a project that will assist the Team have some efficiency gains.
- Participate in the Annual Operations Planning (AOP) to support Team Leader to prepare for Long term forward planning for the coming FY.
- Discuss with stakeholders and schedule monthly roster for the hotlines to ensure sufficient manpower to cover the forecasted incoming volume on each interval.
**Requirements:
- Diploma in any discipline
- At least 1 year of relevant working experience in Data management
- Familiarity with CMS and WFM Tools (preferably NICE WFM)
- Technology savvy
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