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Global Forecast Analyst

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Primary Function: The Forecasting & Resource Planning Analyst owns the demand forecasting, capacity and staff planning for multiple clients across the partner and proprietary contact centers for Egencia’s NA region. Additional responsibilities include accurate interval call and AHT forecast by staff group and at the network level and the scheduling, vacation administration and shift bidding functions.



Additional Job Details: Primary Activities and Responsibilities Partner with Global Customer Service leaders and Finance to ensure demand planning inputs are accounted for accurately in our contact center resource plans. Ensure consistent processes for managing staffing requirements for both partner and proprietary contact centers. Own the process for accurately procuring hours based on contract guidelines. Owns the Demand Forecast and Staff Plan process and ensure alignment with the outsource partners contracts with regard to monthly and weekly changes in procured productive hours. Also ensures consistency with regard to: FTE estimates, productive hours and scheduled hours inputs to Financial Plans. Capacity planning inputs and updates FTE estimates and hiring plans for internal centers and outsource partners Coordinate and plan training requirements and other off-phone activity in partnership with Training and Management teams Creating daily/weekly/monthly call center forecasts using Aspect eWorkforce Management. Tracking and analyzing ½ hourly/daily call arrival and AHT patterns to ensure agent schedules are optimized to achieve ½ hourly service level goals. Providing ½ hourly staffing requirements to ensure that staffing is optimized to meet the best call volume patterns and improve schedule optimization. Owns the vacation administration process for the internal centers. Collaborate and provide guidance for the same to the outsource partners. Oversee the entire schedule change process from internal mini bids, new hire class bids and full department bids. Collaborate and provide guidance for the same to the outsource partners. Ensure consistent process for holding outsource partners accountable to their agreed staffing requirements and facilitate weekly outsourced vendor workforce calls to ensure consistent alignment with staffing requirements. Liaise with Partner Operations to ensure all contractual guidelines are followed and that the outsource partners are on track to meet Productive hours forecast and the AHT is trending according to plan Partners with Finance to ensure consistency of inputs into the financial plans that are approved with each new forecast Provide financial estimates for contact center staffing expenses. Monitor these expenses versus budget and partner with Finance to report and approve variances. Required Knowledge and Experience: 3+ years’ experience Forecasting, Capacity and Staff Planning 3+ years’ experience using a workforce management system (preferably Aspect eWFM 7.0 or higher to accurately forecast call pattern and schedule agents in a call center environment 3+ years’ experience using Avaya CMS (preferably Avaya 17.0 or higher to accurately monitor call routing, service levels and agent activities. Outstanding verbal and written communication, ability to present and gain consensus with a large group (directors and above) Outstanding decision making ability and ability to work independently Understanding of the impact of staffing shortages to a contact center's ability to provide service to customers. A critical thinker with the ability to contribute to challenging assignments in a business-critical environment. A high sense of urgency, and the ability to multi-task and meet deadlines. Outstanding analytical skills and ability to see trends and patterns in data Advanced Microsoft Excel skills required, SQL db experience a plus Extensive familiarity with software applications including MS Excel. Knowledge in use of Access, CMS, Aspect Suites, and Business Objects a plus. Call Center operations experience and/or travel industry experience Ability to collaborate and influence (managers and above) Financial background/experience

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