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


  • 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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