Who We Are:
ContactPoint 360 Inc., is a global organization offering onshore & nearshore contact center solutions. We lead with our philosophy of people first and are most passionate about creating employee engagement through new and advanced Business Process Outsourcing (BPO) technologies. We're proud to call ourselves innovative leaders in the industry and value how we've been able to grow significantly from 5 to 1000+ employees since opening 15 years ago. We're Great Place to Work certified and offer an award winning culture that is enthusiastic about adding next level talent to our operations as we continue to expand our work from home solutions and our brick & mortar locations too. We trust and empower our team when it comes to providing the best human experiences. We believe in thinking and acting differently. We're proud to provide you a career path that will support your development and growth. It is a win-win and we love promoting from within too. During your on boarding experience, we'll teach you the necessary skills as well as the in and outs for this particular role. ContactPoint 360 Inc., is not just somewhere to get a pay cheque but a place that you can call your work-home and thrive to your highest potential both professionally and personally.
**Position Overview**: As a Forecaster and Planner in a Contact Center, you will play a crucial role in optimizing resource allocation, forecasting contact volumes, and developing efficient schedules to ensure smooth operations and exceptional customer service. You will be responsible for analyzing historical data, predicting future trends, and collaborating with various teams to develop accurate forecasts and staffing plans.
**Key Responsibilities**:
**Forecasting and Demand Analysis**:
- Analyze historical contact data to identify patterns, trends, and seasonality.
- Utilize statistical models and forecasting techniques to predict future contact volumes.
- Identify factors that influence contact volumes, such as marketing campaigns, product launches, or public holidays.
- Collaborate with stakeholders to gather information on upcoming events or initiatives that may impact contact center operations.
**Staffing and Scheduling**:
- Develop staffing plans that align with forecasted contact volumes, considering service level targets, response time goals, and other performance metrics.
- Collaborate with the Workforce Management team to optimize staff utilization, ensuring adequate coverage across all contact channels.
- Create and maintain agent schedules that meet both operational requirements and employee preferences.
- Monitor and adjust schedules in real-time based on unexpected events or changes in demand.
- Continuously review and optimize scheduling processes to maximize efficiency and minimize costs.
**Performance Analysis and Reporting**:
- Monitor contact center performance against forecasted metrics and key performance indicators (KPIs).
- Analyze forecast accuracy, staffing adherence, and other relevant metrics to identify areas for improvement.
- Generate regular reports on contact volumes, staffing levels, schedule adherence, and other workforce management metrics.
- Provide insights and recommendations to management based on data analysis to improve forecasting and planning processes.
**Collaboration and Communication**:
- Collaborate closely with Operations, HR, and Training teams to understand business objectives and translate them into workforce requirements.
- Maintain effective communication channels with team leaders, agents, and other stakeholders to ensure smooth operations and alignment.
- Participate in cross-functional meetings and provide input on resource allocation, capacity planning, and contact center strategies.
Tipo de puesto: Tiempo completo
Salario: $25,000.00 - $30,000.00 al mes
Horario:
- Turno de 8 horas
- Turno mixto
Prestaciones:
- Seguro de gastos médicos mayores
- Seguro de vida
- Vales de despensa
Lugar de trabajo: Empleo presencial
