Global Forecasting & Reporting Sr. Analyst Global Forecasting & Reporting Sr. Analyst Philippines

Cimpress

Manila, Philippines

21h ago

Global Forecasting & Reporting Sr. Analyst

Position Title : Job Purpose

Job Purpose

Global Forecasting & Reporting Analyst is responsible for supporting all CARE Centers by providing accurate and timely forecasts for staff planning.

They will closely and continuously monitor factors that may impact contact / order / order volume to make ongoing refinements to forecast models to react to changes in the business.

They will also will be responsible for reporting on KPI performance for Global CARE; develop and maintain the necessary processes to accurately report on headcount and seating to support global resource planning.

Responsibilities

Develop forecasts for contact / order volume for the various Lines of Businesses, Markets and Channels supported by the CARE Centers On a quarterly basis to support staffing models On an annual basis to support fiscal year staff budgeting

Conduct ad hoc forecast adjustments inter-quarter due to unforeseen changes (e.g. promotional calendar updates, customer behaviour changes)

Develop and / or enhance processes to drive improvements in the accuracy of forecasts and the timeliness of delivery of forecasting information to relevant stakeholders

Manage relationships with key stakeholders to obtain critical inputs for forecasting such as promotions, product launches, new self-service tools, adjusted operating hours, etc.

Produce forecast accuracy reporting and analysis to provide insight on root causes for forecast variance

Assess the impact of new initiatives on contact / order forecasts and make updates as needed to the forecast

Maintain WFM reporting cubes and dashboards in partnership with CARE Analytics

Analyze KPI performance data and provide insights into reasons for significant variances

Create and publish weekly, monthly and quarterly KPI performance reports for Global CARE

Process ad-hoc requests for WFM data that is not readily available in existing reports

Provide WFM consultation support on relevant BI or Analytics projects

Define and maintain processes to ensure the accurate data capture of headcount across all Centers

Develops and maintains accurate reporting of headcount data across all CARE Centers

Define and maintain processes to ensure the accurate data capture of seating across all Centers

Develops and maintains accurate reporting of seating data across all CARE Centers

Performs other duties as required based on WFM skillset

Skills & Experience

Bachelor’s degree in Business with a focus on Statistics or Computer Science

3+ year’s Workforce Management experience in a senior specialist capacity

Experience in working with various forecasting techniques and delivering quality control across forecasting and analysis activities to ensure continuous improvement

Working knowledge of contact center operational management & workforce management methodologies and principles.

Ability to manipulate large volumes of data using MS Excel and create useful reports

Experience using MS SQL is desired

Sound analytical thinking with strong problem solving and decision-making skills

Demonstrated problem solving ability with emphasis on drawing inferences from data and strong attention to detail

Exemplary communication and presentation skills with strong business acumen to facilitate different business relationships across multiple locations

Demonstrated success in a competitive, high-performance, target-driven environment

Experience with creating reporting dashboards is a plus

Must be available to work any shift that falls within our operating hours which spans 24 hours, seven (7) days per week

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