Posted On: 11-21-13
Position Title: Forecast Manager
Job Location: Melbourne, FL
Company: eBay Enterprise
The Workforce Forecast Manager will analyze call volume history to and identify call volume impacting events to ensure proper planning and workload identification, accurate requirement data, assisting with long range staffing plans and handling multiple tasks aimed at exceeding ongoing service level and occupancy. Partnering with department leadership to identify and resolve any challenges to ensure service levels are met.
-Demonstrate understanding of the successful project planning, project implementation, development of work plans, evaluation, communication planning and final analysis.
-Ensure the strategic direction of workforce projects are aligned with the pursuit and attainment of organizational workforce goals in general and the company’s values in particular.
-Partner with Operations teams to build high level staffing plans for call center staff to meet service level and profitability goals.
-The WFM Forecast Manager will be responsible for analyzing current Call Volume trends, headcount, hiring plans and reporting as well as strategic planning to recommend solutions based on business needs.
-Interface with Client and internal contacts as needed to review and discuss volume impacting issues with a focus on required accurate call volume Forecasting.
-Optimize long range planning to best match volume patterns over time.
-Analyze Call Volume trends to determine call volume forecasts for the company’s clients.
– Analyze volume drivers by source, handle time, and root cause in order to effectively identify event avoidance opportunities as well as trend changes impacting the forecast/plan.
-Oversees the command center team which enables real-time visibility and management of the entire service operation. Continuously views the status of all sales and service calls as well as agents. In addition, understands and monitors all client and customer commitments and service level agreements (SLAs) and makes changes immediately when they are compromised.
-Minimum of three years experience as a Workforce Forecasting Manager within the call center industry with an agent population minimum of 2500. Experience with seasonal staffing a plus.
-Strong problem solving skills that enable quick identification and efficient resolution of issues.
-Experience in Aspect eWorkforce, and phone switch preferred, experience with Workforce Management software in a call center required.
-Proficiency (expert level) with MS Excel and MS Access Required.
-Ability to work independently, as well as in a team environment to accomplish a common goal.
-Ability to develop working relationships with multiple levels of management
-Strong written and verbal skills
-Strong decision making skills.