workforce sr. AnalystLexie Staffing & Business Consulting

The Forecasting Analyst is responsible for all aspects of trending, forecasting, planning, and reporting of contact volume
and handle times. This includes preparing accurate and timely short-term (defined as 12 weeks or less) or long-term
(defined as 12-18 months) predictions of Volume and Staffing.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
 Maintain and analyze historical trend data within Forecasting and Scheduling tool/software for all specified departments
and centers. This includes maintaining accurate seasonal factors and holiday factors on a department-specific basis.
 Provide workforce management/scheduling and reporting teams with contact volume, handle times, and staffing
projections on a weekly, daily, and intra-day basis.
 Prepare department-specific weekly reports and analysis comparing actual performance to the forecast and provide
recommendations for improving the accuracy of future forecasts.
 Develop rolling 90 day forecasts for call volume and handle times for all specified departments.
 Recommend forecasting and process changes within and beyond the scope of assigned responsibilities.
 Upkeep long term capacity planning models, track and trend KPI's such as service level, AHT, Occupancy, shrinkage,
etc and make recommendations for future looking modeling assumptions.
 Upkeep of call volume forecast in long term forecasting model.
 Participation in conference calls, both internally with the senior management team, as well as with the client.
 Partner with schedulers to ensure appropriate staffing levels are met.
 Participate in special projects as needed and perform other duties as assigned.
Requirements
Education: High School Diploma or GED; and college level mathematics helpful
Experience: Minimum of 2 years of call center experience. At least 2 years of workforce management experience
(preferably forecasting) in a multi-site, multi-channel contact center that utilized workforce management software;
Knowledge of contact center solutions preferred. (eWFM, IEX, Aspect, Blue Pumpkin, Avaya, CMS Supervisor, Kana,
Kronos)
Skills, Knowledge, & Abilities:
Proficiency with Microsoft Office (Excel, Word, PowerPoint) and Access; excellent
written and verbal communication skills; understanding of arithmetic formulas; knowledge of IEX Total View Scheduling
software a must, preferred experience using the BU/Multisite feature.
Strong analytical skills: Well developed sense of urgency and follow through;
Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of media channels
Ability to handle multiple projects under pressure
Ability to work flexible hours as needed
Strong interpersonal skills, presentation skills,
and ability to work productively with all levels in an organization * Ability to develop and maintain professional working
relationships with co-workers and peers * Ability to maintain highly confidential information
Ability to adhere to the highest ethical standards including honesty, integrity, dedication and leadership
Maintain acceptable level of job discretion.
Performance is evaluated against the ability to make judgment calls, the ability to make sound decision, a desire to make
decisions, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and
professionalism * Maintain acceptable level of teamwork by incorporating a positive attitude, being supportive in words
and actions, embodying our core values and behaviors, and communicating with all levels both within the existing team &
anyone outside the direct reporting structure; Maintain confidentiality and adhere to all privacy and security policies.
HEALTH AND SAFETY REQUIREMENTS:
While performing the duties of this job, the employee is frequently required to walk; sit; use hands to finger, handle, or
feel objects, tools or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to lift
and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and the ability to focus.
Lexie Staffing & Business Consulting

Makati City, Metro Manila
Permanent
Full-time