Are you our new WFM Forecasting Analyst?

ABOUT THE POSITION AS FORECASTING ANALYST

Webhelp is looking for a talented Forecasting Analyst to become part of our internationally well-known contact center team.

You will be working as part of a small, but efficient team of Forecasting Analysts that engage in forecasting & capacity planning processes. We work per established regional customer service procedures & contractual (Webhelp & Client) expectations.



RESPONSIBILITIES AND TASKS:

- Organizing & analyzing data required for forecasting - including historical volume, handle time, shrinkage, attrition & other data (down to 15-minute interval level where necessary);

- Developing forecasts (if the forecast is coming from the Client, working with the Client forecast and creating your own shadow forecast) & calculating staffing needs for each LOB towards every 15-minute interval;

- Capacity & recruitment planning, updating of capacity plans with forecasts and staff data;

- Other areas that support the achievement of business goals within the workforce management field include but are not limited to annual holiday planning, assisting account management with budget planning regards to forecasts;

- Annual holiday budget planning;

- Post-mortem analysis to improve the accuracy of forecasts and capacity plans;

- Regular & organized communication with Scheduling specialists, Real-Time Management, Operations, and Client representatives;



REQUIREMENTS:

- Very good communication skills (both written and verbal) in English and Swedish;

- Experienced MS Excel user;

- Meritorious to have experience with Calabrio;

- Organized, accurate & able to follow procedures and guidelines to the point;

- Flexible and takes responsibility;

- Proactive and able to follow through to ensure desired results;

- Prior experience within contact center workforce management is important;



WHAT YOU CAN EXPECT FROM US?

A salary based on your experience and skill level.
International work environment (Webhelp employs 100,000 people all over the world), with many (also international) opportunities for professional and personal growth.
Hybrid work solution, on-site or from home.
Ability to develop contact center business knowledge.
Great team of colleagues and excellent working atmosphere.



START: As soon as possible, according to the agreement

LOCATION: Hybrid

EMPLOYMENT TYPE: Full time

WORKING HOURS: Business hours Monday-Friday

LAST APPLICATION DATE: 31.01.2023

Webhelp is a multinational Business Process Outsourcing company with its head office in Paris, France, that is making business more human for the world’s most exciting brands.

By choosing Webhelp, you will be part of a community of over 100'000 game-changers from more than 190 locations, speaking more than 80 languages in 50+ countries. 

Join us at Webhelp you will have the opportunity to be part of a multicultural team, a fast-paced environment, and a diverse pool of engaging projects for some of the most progressive brands worldwide.

More information can be found at www.webhelp.com (http://www.webhelp.com/)

Non-discrimination: Webhelp sees diversity as a resource and encourages all regardless of gender, age, religion, ethnic origin to seek employment with us