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CARE Senior Forecasting Analyst

CARE Senior Forecasting Analyst

Job ID 

Job Summary

Job Description

Job Purpose
The Senior Forecasting Analyst is responsible for supporting all CARE Contact Centers by providing accurate and timely forecasts for staff planning. The candidate will closely and continuously monitor factors that may impact contact volume to make ongoing refinements to forecast models to react to changes in the business. These may include but are not limited to contact center initiatives, marketing activity trends (customer behaviour), product or service delivery issues, etc.
- Develop forecasts for contact volume for the various Lines of Businesses, Markets and Channels supported by the CARE Contact Centers
- On a quarterly basis to support staffing models
- On an annual basis to support fiscal year staff budgeting

- Conduct ad hoc forecast adjustments inter-quarter due to unforeseen changes (e.g. promotional calendar updates, customer behaviour changes)
- Develop and/or enhance processes to drive improvements in the accuracy of forecasts and the timeliness of delivery of forecasting information to relevant stakeholders
- Maintain the forecasting model and make enhancements as appropriate to improve its accuracy or to support forecasting of new work being handled by the Centers
- Manage relationships with key stakeholders to obtain critical inputs for forecasting such as promotions, product launches, new self-service tools, adjusted operating hours, etc.
- Produce weekly and monthly forecast accuracy reporting and analysis to provide insight on root causes for forecast variance
- Assess the impact of new initiatives on contact forecasts and make updates as needed to the forecast
Skills & Experience
- At least 2 years of experience in working with various forecasting techniques and delivering quality control across forecasting and analysis activities to ensure continuous improvement
- Bachelor’s or Master’s degree in Applied Mathematics, Economics, Operational Research, Statistics or another related field
- Experience with time series and multi-variate regression models, as well as ARIMA; specific experience using these models in R a plus
- Ability to extract and perform statistical analysis on large volumes of data using SQL or similar data mining language is required
- Demonstrated problem solving ability with emphasis on drawing inferences from data and strong attention to detail
- Exemplary communication and presentation skills with strong business acumen to facilitate different business relationships across multiple locations
- Demonstrated success in a competitive, high-performance, target-driven environment
- Experience with creating reporting dashboards is a plus

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