Position: Forecasting Analyst (WFM)

Location: Pune, MH or Gurgaon, HR (Work from office - Night shift to support US based customers)

Duration: Fulltime

Role and Key Responsibilities

Responsible for adjustments of the outcome of the promotional predictive model based on data analytics using Simple linear regression/ Multiple linear regression/Trend/ Forecast Triple Smoothing/ Weighted moving averages.
Responsible for KPIs as Forecast Accuracy, Forecast Bias, exceptions and outliers
Integrate top-down forecast in bottom-up
Manage volume exception driven by sales input in overall volume forecast
Translate the innovation and relaunches forecast for the full horizon (0-18 months) in Unilevers planning tools.
Manage Assumptions, Risks and Opportunities & translate to volume impact
Actively contribute to the improvement roadmap both in execution as well as in proactively propose potential opportunities.
Analyze datasets and the outcome of our predictive model
Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.
Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts.
Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.

Required Experience & Knowledge

Graduate with contact center experience and good communication skills.
Workforce Management (WFM) experience with 3+ years in Forecasting.
Experience using all of the following forecasting methods: using Simple linear regression, Multiple linear regression, Trend, Forecast Triple Smoothing, and Weighted moving averages
Experience doing manual forecasting using Excel.
Knowledge of Contact Center methodologies and operational principles
Knowledge of WFM Tools (i.e. NICE WFM/Verint/Aspect/Salesforce).
Bachelor's degree in related field from a four-year college or university program.
Basic knowledge of the call center industry.
Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.).
Knowledge of ACD and Call Center Workforce applications - preferred.
Proficient in Microsoft Office.

Forecast Analyst