Responsibilities:
• Gather and analyze current and historical data to prepare daily, weekly and monthly capacity plans used to forecast workload for multi site and single site call groups.
• Produce call volume forecasts which identify interval call volumes and required staff to meet target Service Level for multiple timeframes;
o Short term-weekly
o Long term-Staff/Event planning
• Allocate interval staff requirements to participating centers on a pre-determined basis
• Review actual workload results during the day and host conference calls with Schedulers/RTAA to identify excess/additional capacity situations
• Normalize data from ACD data systems to eliminate anomalies and non-repeating events
• Perform long-range forecasts of volume and headcount
• Understand any changes or trends in daily or interval proportions which would impact staff requirements
• Produce weekly shrinkage reports
• Identify out-of-bounds service level thresholds by unit and make recommendations
• Provide forecast reports as identified by the Global Capacity Planning Manager or the GSC Operations Staff.
• Measure forecasting accuracy and work to reduce variation in accuracy and produce weekly scorecards of forecasting accuracy.
• Prepare monthly scenarios to address volumes that are above or below forecast.
• Provide input to the Global Capacity Planning Manager for preparation and analysis of TSDO capacity needs.
• Work with Schedule Manager to ensure effective work handoffs between groups
• Communicate with GSC Operations Managers and RTAA staff on a recurring basis to ensure all forecasting inputs or changes are understood.
• Provide stewardship reports as required
• Deliver training to GSC RTAA staff or trainers
Possible Tools
• Capacity simulation modeling tools (e.g. ProVision)
Competencies and Qualifications
• Workforce Management skills is a plus, especially in a multisite/ multiskill environment
• Ability to work both independently as a forecast contributor
• Ability to work collaboratively as a member of the Global Forecast and Schedule Team
• Knowledge and experience using the TCS or other similar workforce management application
• Strong working knowledge of MS Office applications (Excel/ Word/ PPT) required to provide performance results and analysis
• Demonstrated effective communications skills
• Demonstrated effective interpersonal skills
• Organization and attention to detail
• Ability to work in diverse, cross cultural, or global teams
• Ability to analyze data to identify trends and anomalies
• Some travel, both domestic and international, may be required
• Must be able to communicate in English
