Job Description
The Contact Centre Technology and projects team is a dynamic unit responsible for the workforce management, technology and projects for Canadian Division contact centers. The ability for our contact center teams to meet service level targets is critical to our success in all business units. To do so, we need accurate and timely call volume forecasts created for each unique business unit, and these forecasts need to reflect the nuances of each business unit. This role uses historical data to build both short term and long term forecasts for seven different business units. The individual will be required to build relationships to understand all of the complexities within each area. They also will be required to determine and estimate the impact of key project deliverables on the workforce. The Forecaster will work with both the Supervisor Workforce Management as well as the Resource Planning Consultant.
Position Responsibilities
- Create, manage and de...