IMMEDIATE JOINERS ONLY

Role and Key Responsibilities:

• Prepare and maintain weekly and monthly forecasts.
• Perform trend analysis and variance analysis.
• Improve forecasting methodologies and models.
• Build and test forecasting scenarios.
• Revise and validate forecasts based on stakeholder feedback.
• Ensure forecasting documentation is current and client ready.
• Use statistical and mathematical models to support forecasting.
• Work with large and complex attributes/drivers affecting forecast volumes.
• Interpret contact center data and operational metrics to improve planning accuracy.
• Support data-driven recommendations for business decisions.
• Collaborate with internal teams and clients on forecast assumptions and updates.
• Communicate forecast changes, risks, and recommendations clearly.
• Support planning discussions with actionable insights and sound judgment

Desired Skills: 

• Minimum 1+ years of experience in Workforce Management forecasting.
• Hands-on experience in forecasting for large-scale and complex business attributes.
• Strong skills in mathematical and statistical modeling.
• Working knowledge of R Studio or Python for analytics and forecasting.
• Good understanding of forecasting concepts, scenario modeling, and variance management.
• Good understanding of contact center metrics and workforce planning principles.
• Familiarity with WFM processes, forecasting cycles, and operational planning needs.
• Strong analytical thinking and problem-solving ability.
• Good business acumen.
• Strong communication, collaboration, and stakeholder management skills.
• Ability to make sound decisions based on data and business context.
• Certified in Forecasting from Supplier WFM University preferred/required, depending on hiring criteria.

Educational Qualification – Graduation