Forecasting Executive

5 days ago

Singapore Singtel Full time

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative.

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

**Responsibilities**:

- 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.
- Long term and short-term forward workforce 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 being met.
- Ensures that the forecast accuracy target of the Team is within target
- Leads the Weekly Pre-Ops Session with Operations Managers & involves in Monthly forecast Review with the upper managements.
- Ensures all Forecasting touch points such as i360, Capacity Plan, Roadmaps, GCEO, Customer Base, Daily Accuracy Tracker, Heat Map and dashboard are aligned.
- 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.
- Involves in Annual Operations Planning (AOP) by supporting the forecasting TL 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 Finance / Accounting / Business or related studies.
- Min. 1 years of working experience
- Good PC skills especially in Excel formulas
- Good analytical, problem solving, good team player and be able to work independently.
- We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

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