Specialist, Forecast, Americas

hace 4 semanas

Tlaquepaque, México Herbalife A tiempo completo

Overview:**Recruiter**:Manuel Garcia**Manager**: Monica Estrada**Level**: Staff IV***:Calculate Engagement Center workloads based on historical behavior, considering internal (promotions, end of month, etc.) & external atypical events. Monitor forecast accuracy (compliance against the forecast) with the objective of evaluating & improving the predictability model. Provide guidance & feedback in support of the Intraday operation by suggesting staffing adjustments in response to forecasted workload deviations.**RESPONSABILITIES**:- Generation of Forecasted Contact Volume (Inbound, Outbound, Chat, SMS, as applicable) for ROM (Rest of Month) & EOM (End of Month) Periods- Monitoring & Integration of Contact Volume & AHT Trends in the Forecast Model- Generation of Headcount Requirements by Interval, Day, Week & Month for Inbound, Outbound, Chat or SMS as Applicable- Monitoring & Integration of Shrinkage Factors into the Staffing Model- Forecast Accuracy Analysis (Tracking & Evaluation of Actual vs Forecast Results along with Documentation of Influencing Factors)- Schedule Optimization to Align to Interval HC Requirements- Intraday Management Support as Needed- Mid Term Management & Planning of Agent Off Phone & Time Off (Vacation, Unpaid Time Off, etc.)- Management & Maintenance of WFM Forecasting Tool Configurations (Genesys)- Engagement Center Performance Results Presentations (KPIs include Staffing Levels, Service Level, Abandonment, Average Handle Time, etc.)- Participation in the implementation of new technology solutions to improve Engagement Center productivity.Job Qualifications:**SKILLS**:- Data analysis (highly analytical).- Workload distribution models.- Advanced Excel- Attention to Detail- Capacity for workload and coverage in the short, medium, and long term (Time management)- Basic knowledge of Call Center (terminology, concepts, metrics, knowledge/definition of Call Center metrics.**LANGUAGES**:English B2 and above.**REQUIRED EXPERIENCE**:- Experience working with forecasting models (Simple Linear Regression, Multiple Linear Regression & Time Series such as Naïve, Simple Average, Simple Moving Average, Weighted MA, Exponential Smoothing, Trend Adjusted ES, Curve Fitting, ARIMAS).- Experience with programming languages for forecasting - (R, Python, etc.).**EDUCATION**:- Bachelor’s Degree in a number oriented major (Actuarial Science, Economy, Financial Planning, Logistics, Math, Statistics, or any Engineering Degree)

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