First Source

Job Overview:

Requirement/Must Have:

• 3+ years experience in service center operations or scheduling/forecasting within a call center environment.
• Bachelor's Degree or in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required.

Responsibilities:

• Responsible for forecasting call volume and resource requirements necessary to meet objectives, including development of long range capacity and workload requirements, day of week and intra-day call volume forecasts.
• Evaluate and analyze all aspects of call volume and staff forecasting and generate weekly schedules based on forecasted volumes.
• Maintains accuracy and data integrity of Scheduling/Forecasting database including schedule preference and headcount information.
• Proactively incorporates cyclical and periodic events into forecasted weekly, monthly, and annual volume and staffing plans.
• Participate in scheduled Forecasting / Planning meetings and assist in carrying out disaster recovery plans when necessary.

Skills:

• Strong analytical and problem-solving skills with the ability to identify trends, perform root cause analysis, and provide actionable recommendations.
• Advanced Microsoft Excel proficiency, including pivot tables, lookup functions, formulas, and data analysis techniques.
• Workforce Management knowledge and experience, including forecasting, scheduling, capacity planning, shrinkage, and contact center performance metrics.
• Experience with contact center technologies and Workforce Management platforms, including Genesys Cloud, NICE IEX/CXone, or similar systems.
• Strong communication and stakeholder management skills with the ability to effectively present findings, collaborate across teams, and influence operational decisions.

Qualification And Education:

• Proficient in Microsoft Applications including Word, Excel, and Access.
• Ability to define problems, collect data, establish facts and draw valid conclusions.
• Strong statistical and analytical ability and strong organizational skills with a good attention to detail.
• Excellent interpersonal, oral and written communication skills.
• Ability to work independently and collaboratively.