Analyze historical volume, AHT, and shrinkage trends to create accurate short-term and long-term forecasts.
Incorporate business drivers, seasonality, and special events into forecast models.
Adjust forecasts based on real-time trends and stakeholder feedback.
Calculate staffing requirements based on forecasted workload and service level targets.
Develop FTE plans for different time horizons (daily, weekly, monthly).
Provide recommendations for hiring, overtime, and cross-training.
Performance Analysis
Monitor forecast accuracy and identify variances.
Analyze KPIs such as Service Level, Occupancy, AHT, and Adherence.
Recommend process improvements to enhance efficiency and accuracy.
Prepare and distribute daily, weekly, and monthly WFM reports.
Communicate staffing plans and forecast updates to operations and leadership.
Provide insights on trends and risks impacting workforce performance.
Work closely with Operations, HR, and Finance teams to align workforce plans with business goals.
Participate in planning meetings and provide data-driven recommendations.
Utilize WFM software (e.g., Verint, NICE, Aspect) for forecasting and scheduling.
Maintain data integrity and ensure accurate configuration of WFM systems.