Forecasting Analyst, Planner

Lumina Datamatics; Mumbai; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Lumina Datamatics in Mumbai seeks a Forecasting Analyst for Global Command Centre. The role focuses on creating short- and long-term forecasts, staffing plans, and real-time re-forecasting to meet service levels in a multi-site operation.

Requirements include 5+ years in WFM with scheduling and forecasting, hands-on experience with IEX and Verint, strong Excel (VBA a plus), and a maths/statistics background.

Qualifications

• 5+ years of WFM experience with Scheduling, Planning and Forecasting.
• Proficient with WFM tools like IEX and Verint.
• Advanced Excel knowledge; Python/R are a plus.

Responsibilities

• Creates and manages new short-term and long-term forecasts based on historical information on volume, trends, levels and seasonality and utilising various forecasting methodologies.
• Should have hands-on knowledge on various forecasting techniques such as Regression, Linear, Exponential Smoothing, ARIMA, SARIMA, SARIMAX etc.
• Perform continual analysis of current performance and conduct real-time re-forecasting to adjust staffing plans and coordinate with Operations to meet service level goals.
• Maintain constant communication with Operations to coordinate staffing adjustments based on current and forecasted results.
• Produces call volume forecasts daily, weekly, monthly, and annually for multi-site operation.
• Volume prediction up to intervals using historical trends via statistical tools, spreadsheets and WFM tools.
• Generate forecasts for businesses with no historical data using forecasting insights from industry expertise and use cases.
• Generates and evaluates staffing schedules and models, providing recommendations based on analysis.
• Compares results to forecast and identifies opportunities for improvement.

Skills

Advanced Excel

Python

R

VBA

Education

Bachelors in Mathematics/Statistics/Science

Tools

IEX

Verint

Job description

Job Title - Forecasting Analyst Global Command Centre

Location – Mumbai

Working Hours – 9 hours / 5 days a week

Job Responsibilities:

• Creates and manages new short-term and long-term forecasts based on historical information on volume, trends, levels and seasonality and utilising various forecasting methodologies.
• Should have hands-on knowledge on various forecasting techniques such as Regression, Linear, Exponential Smoothening, ARIMA, SARIMA, SARIMAX etc.
• Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
• Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
• Produces call volume forecasts on a daily, weekly, monthly, and annual basis for multi-site operation.
• Volume prediction up to intervals using historical trends via statistical tools, spreadsheets and WFM tools.
• Ability to generate forecasts for businesses with no historical data using forecasting insights gained through industry expertise and existing use cases.
• Generates and evaluates staffing schedules and ensures data updates into scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
• Compares results to forecast and identify opportunities for improvement.

Needs to Have –

• 5+ years of WFM Experience with Scheduling, Planning and Forecasting.
• Working knowledge of WFM tools like IEX and Verint is a must.
• Advanced Excel knowledge is compulsory; Advanced tools like Python, R etc. will be an asset.
• Complete understanding of overall operational activities including phone, email, chat, community, and social media support.
• Ability to perform forecasting in a contact centre environment and schedule to those needs is a must.
• Clear communication skills to manage client and stakeholder conversations.
• Graduate in Mathematics, Science, Statistics, or related field.
• Team player as well as a skilled individual contributor.
• Excellent knowledge of Excel. Knowledge of VBA and Macros would be an added advantage.
• Proficient in MS Office tools such as Word, PowerPoint, and Outlook.