Develop and maintain short‑term and tactical forecasts for call volumes, handling times, and staffing requirements, conducting variance analysis and recommending adjustments
Job Summary
Develop and maintain short‑term and tactical forecasts for call volumes, handling times, and staffing requirements, conducting variance analysis and recommending adjustments.
Lead the end‑to‑end scheduling process for the Contact Centre (CC), ensuring optimal coverage across all channels and operating hours and continuously enhancing scheduling methodologies.
Generate and validate reports required by both CC and other stakeholders, ensuring accuracy, completeness, and timely submission in accordance with audit requirements.
Matching Summary
Develop and maintain short‑term and tactical forecasts for call volumes, handling times, and staffing requirements, conducting variance analysis and recommending adjustments.
Skills & Requirements
Must-have
Tactical Forecasting & Planning
Scheduling Leadership
Real-Time Adherence Oversight
WFM systems (e.g., Verint/WFO)
Contact Centre operations and performance metrics
Nice-to-have
Strong analytical ability
Excellent communication and stakeholder engagement skills