Deskripsi Pekerjaan
Join Qualfon as a Forecast Analyst and play a pivotal role in shaping our operational strategy through data-driven insights. As a Forecast Analyst, you will be at the heart of our planning processes, developing accurate contact volume and staffing forecasts that directly influence operational efficiency and business decision-making.
This position offers a unique opportunity to leverage your analytical skills to predict customer contact patterns, identify trends, and provide recommendations that optimize resource allocation. You will work closely with various departments to ensure forecasts align with business objectives and market dynamics.
At Qualfon, we value data-driven decision making and continuous improvement. As a Forecast Analyst, you'll have access to cutting-edge tools and technologies to support your work, along with a collaborative environment that encourages innovation and professional growth.
If you're passionate about turning data into actionable insights and want to contribute to a company that values analytical excellence, this role is perfect for you. Join our team and make a tangible impact on our operations and customer experience.
Tanggung Jawab
- Develop and maintain accurate contact volume forecasts for various communication channels (voice, email, chat, social media)
- Analyze historical data and trends to identify patterns and forecast future contact volumes
- Create staffing forecasts based on projected contact volumes and service level targets
- Collaborate with operations, finance, and HR departments to align forecasts with business objectives
- Monitor forecast accuracy and implement improvements to enhance precision
- Prepare regular reports and presentations to communicate forecast results and insights
- Identify and analyze factors that impact contact volumes, such as marketing campaigns, seasonality, and market trends
- Develop and maintain forecasting models using appropriate statistical techniques and software
Kualifikasi
- Bachelor's degree in Mathematics, Statistics, Economics, Business, or related field
- 2+ years of experience in forecasting, capacity planning, or analytical role
- Strong proficiency in Excel and experience with forecasting software/tools
- Knowledge of call center operations and metrics (ASA, AHT, FCR, etc.)
- Excellent analytical and problem-solving skills with attention to detail
- Strong communication skills to present complex data to stakeholders
- Ability to work independently and as part of a collaborative team
- Experience with data visualization tools (Tableau, Power BI) is a plus