Senior Forecasting Analyst

About 24-7 Intouch

24-7 Intouch is a global customer care and technology company that provides value-driven, future-forward solutions. For over 20 years, we have been the people and technology behind the world’s biggest brands, empowering human potential through our artificial intelligence division, Laivly, and driving change for our client partners through actionable insights and analytics.

For more on our culture, follow the link to Our Story - https://vimeo.com/177119191

About the Job

We are looking for a Senior Forecasting Analyst to help drive a data-first culture within 24-7 Intouch. The ideal candidate will be passionate about turning team data and insights into actionable contact forecasts. This role will also be responsible for providing Operations teams with information for potential changes to staffing needs.

As Senior Forecasting Analyst, You Will…

  • Develop and maintain a comprehensive forecasting model using statistical packages and regression knowledge
  • Use Workforce Management tools to forecast call volume, Average Handle Time and shrinkage to create staffing requirements
  • Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
  • Collaborate with leadership, tactical Workforce teams, Marketing, Human Resources, Finance, Information Technology  and other departments to capture forecast and staff impacting activities
  • Provide feedback, input and reporting to business partners to manage forecast results and develop more scientific and accurate forecasting methodology
  • Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
  • Provide medium and short-term forecasts to account for changes in campaigns or volume disruptors
  • Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
  • Conduct workforce simulations to provide recommendations regarding the impact of business strategies

As Senior Forecasting Analyst, You Have…

  • University or Post-Secondary Degree in a related discipline (Statistics, Economics, Mathematics)
  • Minimum 4+ years of experience in a similar role
  • Intermediate to advanced experience with Stata, R, Python, or similar
  • A deep understanding of numbers and the ability to use statistical modeling
  • Proven track record of collaborating successfully with internal and external stakeholders
  • Strong leadership, analytical, problem solving and decision making skills
  • Exceptional time management, organizational and prioritization skills
  • The ability to work both independently and in a team setting within a fast-paced, entrepreneurial environment
  • The capability to tackle very loosely defined problems
  • A strong business acumen combined with exceptional communication skills 
  • The ability to provide business insight to multiple levels of management with appropriate level of detail

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