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hace 3 semanas

Monterrey, México ContactPoint 360 A tiempo completo

**Position Overview**: As a Forecaster and Planner in a Contact Center, you will play a crucial role in optimizing resource allocation, forecasting contact volumes, and developing efficient schedules to ensure smooth operations and exceptional customer service. You will be responsible for analyzing historical data, predicting future trends, and collaborating with various teams to develop accurate forecasts and staffing plans.**Key Responsibilities**:**Forecasting and Demand Analysis**:- Analyze historical contact data to identify patterns, trends, and seasonality.- Utilize statistical models and forecasting techniques to predict future contact volumes.- Identify factors that influence contact volumes, such as marketing campaigns, product launches, or public holidays.- Collaborate with stakeholders to gather information on upcoming events or initiatives that may impact contact center operations.**Staffing and Scheduling**:- Develop staffing plans that align with forecasted contact volumes, considering service level targets, response time goals, and other performance metrics.- Collaborate with the Workforce Management team to optimize staff utilization, ensuring adequate coverage across all contact channels.- Create and maintain agent schedules that meet both operational requirements and employee preferences.- Monitor and adjust schedules in real-time based on unexpected events or changes in demand.- Continuously review and optimize scheduling processes to maximize efficiency and minimize costs.**Performance Analysis and Reporting**:- Monitor contact center performance against forecasted metrics and key performance indicators (KPIs).- Analyze forecast accuracy, staffing adherence, and other relevant metrics to identify areas for improvement.- Generate regular reports on contact volumes, staffing levels, schedule adherence, and other workforce management metrics.- Provide insights and recommendations to management based on data analysis to improve forecasting and planning processes.**Collaboration and Communication**:- Collaborate closely with Operations, HR, and Training teams to understand business objectives and translate them into workforce requirements.- Maintain effective communication channels with team leaders, agents, and other stakeholders to ensure smooth operations and alignment.- Participate in cross-functional meetings and provide input on resource allocation, capacity planning, and contact center strategies.

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