¡Esta propuesta te puede interesar!
En Randstad nos moviliza ayudar a las personas y a las organizaciones a desarrollar todo su potencial. Ese es el compromiso que asumimos como compañía en todo el mundo, un compromiso que nos impulsa a ir más allá para lograr que nuestros clientes y candidatos alcancen el éxito. ¿Cómo lo hacemos?, combinando nuestra pasión por las personas con el poder de la tecnología, creando experiencias más humanas, que nos permitan ser una fuente de inspiración y apoyo para quienes nos eligen. Porque estamos convencidos de que mejores personas hacen mejores empresas.
A Senior Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are properly staffed to meet the needs of our clients and customers. What does that mean? As a Forecaster, you find patterns and analyze trends to make forward thinking business decisions.
Why You Should Consider This Role
You love numbers, data and stats
You only use shortcuts in Excel
You are naturally geared towards identifying trends, finding patterns and solving complex problems
You treat others with dignity and respect while delivering results
You are comfortable dealing with multiple priorities
You are a thinker and doer all at the same time
You go above and beyond in your role because you want to, not because you have to
What You Will Like
The people – we care
The diversity - every day is different
The excitement – we focus on ‘What Matters Most’ to our customers
The difference in the value Assurant places on strong leadership
The opportunity to learn, grow and advance within our fortune 500 global company
Competitive salary
Key responsibilities:
Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a day
Review historical metrics used to forecast daily to real-time metrics to constantly update historical data
Complete staffing analysis and plans for budgetary purposes, including but not limited to complex "what-if" scenarios related to potential new client relationships (RFPs), efficiency scenarios, Digital First initiatives, etc. Develop relationship with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecasting
Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle.
Provide daily reports on assigned campaigns that measure effectiveness of forecasting as needed. Participate in projects as team member to obtain marketing projections for new and existing campaigns. Relays relevant information to the WCC (Workforce Central Communications)
Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses
Assist the Command Center with allocation of call volume when necessary
Basic Qualifications:
Bachelor’s degree or equivalent experience preferred
5 + years of experience working in a contact center environment with at least 4 years of workforce management experience with an emphasis in forecasting
Other requirements:
Superior organizational skills, including ability to manage multiple, complex projects simultaneously
Strong Statistical background
Knowledge of Automated Distribution Software and applications
Experience in building and maintaining relationships with various levels throughout an organization
MS Office including PowerPoint and Project, MS Access, Database structures, Crystal Report Writer, Internet
Self-starter, self-disciplined and target focused but able to work in a matrixed environment
Excellent written and verbal communication skills
Proven ability to drive quantifiable business results
Excellent collaboration skills, team-oriented working style
Ability to work independently and achieve results under time pressure
Will need to be able to present to leaders
Preferred qualifications:
Broad knowledge of Aspect eWFM in a virtual call center environment
Avaya and or Rockwell Automated Call Distributor experience
Si consideras que reunís los requisitos para el puesto y te gustan los desafíos, no lo dudes…. ¡Envíanos tu CV!
Nos esforzamos todos los días en crear un entorno diverso y nos enorgullece ser una empresa con igualdad de oportunidades para todas las personas, independientemente de su raza, color, religión, sexo, identidad sexual u orientación sexual, país de origen, genética, discapacidad o edad. ...