Resource Planning & Forecasting Analyst

Stream Global Services

Resource Planning & Forecasting Analyst

(National Capital Reg - Libis, Quezon City)

Responsibilities:

* Work with business segments, Operations and Client Business Management to evaluate all aspects of forecasting, staffing and capacity planning. Define short and long-term call volume and staffing projections across multiple sites for all major and minor accounts within designated Business Unit based on customer requirements and historical trends. Evaluate RFPs and provide staffing requirements for all new and existing business pricing. Document processes.

Requirements:

* Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Engineering (Electrical/Electronic), Mathematics or equivalent.
* Preferably 1-4 Yrs Experienced Employees specializing in Customer Service or equivalent. Job role in Others or equivalent.
* Good working knowledge of Excel. Working knowledge of other Microsoft Office Applications.
* Knowledge of call center metrics and forecasting techniques.
* Good analytical skills and knowledge of contact services industry and best practices.
* Working knowledge of contact center workforce management software (eWfm, Pipkins)
* Excellent written and oral communications skills
* Skill in verbal and written communication to analyze, interpret and address customer needs.
* Ability to work in a collaborative environment across multiple sites globally.
* Ability to work with minimal guidance or supervision in a time critical environment.
* Ability to be flexible and quickly adapt to changing business needs and processes.
* Bachelor's degree with a minimum of 2-3 years related experience.

Stream Global Services

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SHAW
Upper G/F,
Worldwide Corporate Center,
Shaw Blvd., Mandaluyong

For more information, call us at 580-6530 or visit our career website: www.stream.careers.com
"World Class Worldwide"
Stream Global Services
2/F, Worldwide Corporate Center, Shaw Boulevard, Mandaluyong 1000.