- Collaborate with Aura CX leaders, Sales, Finance, and Outsource Partners to align forecasts, staffing strategies, hiring plans, and associated expenses to business goals.
- Forecast contact volume, handling times, shrinkage, and occupancy across all channels to determine FTE requirements, new hire class sizes, and training timing.
- Own the vendor (BPO) forecast, ensuring staffing plans, billable hours, and service quality guarantees are aligned with contractual agreements.
- Develop, execute, and measure forecasting models using multiple methods; conduct backtesting and error analysis to improve accuracy.
- Create and maintain dashboards and reporting (Tableau, Databricks, Five9, Verint, Excel) that monitor forecast accuracy, occupancy, and performance trends.
- Deliver actionable recommendations and executive-level presentations that influence operational and corporate strategy.
- Conduct scenario modeling and sensitivity analysis to evaluate the impact of campaigns, product launches, or growth initiatives on staffing and cost.
- Integrate forecast and capacity planning into the broader WFM ecosystem.
Data AnalysisTableauMicrosoft Excel+1 more