Strategically sourcing call centre people & performance management products that reduce cost

Long Range Forecaster Kitchener | Workforce

The Contact Centre Workforce Management and Planning team is a dynamic unit responsible for the end to end workforce management portfolio for Canadian Division contact centres. The ability for our contact centre teams to meet service level targets is critical to our success in all business units. To do so, we need accurate and timely contact centre demand forecasts (contact volume, handle time) created for each unique business unit, and these forecasts need to reflect the nuances of each business unit. The incumbent will collect contact center historical information from a variety of sources and groups and then utilize advanced statistical methods and workforce management software tools to create accurate forecasts.  The individual will be required to build relationships to understand all of the complexities within each area regularly interacting with senior leaders.  They also will be accountable for forecasting the impact of key projects and initiatives on the contact centre demand.   The Forecaster will work in tandem with Long Term Resource Planning Consultants to deliver the overall Long Term Resource and Capacity Plans for the contact centre as well as working closely with the other Workforce Management functional groups (Scheduling, Intraday, RTA) to see those plans through to execution.

 Key Accountabilities:

  • Create, manage and deliver accurate long term and short term forecasts across multiple contact centre groups and multiple levels by collecting contact center historical information from a variety of sources and groups, utilizing advanced statistical methods and workforce management software tools
  • Partner with key stakeholders across the organization (Sales, Marketing, Operations, Process Design and planning teams) to gather information, analysis and determine the impact that individual projects will have on our contact centre demand forecasts
  • Predict items such as volume and handle time at multiple  levels of granularity
  • Drive the forecast process by engaging internal teams to identify variances (call drivers, abnormalities, project impacts etc.) and providing appropriate recommendations based on analysis  
  • Create reports and trend analysis based on insights from each business unit.  Track and report on Forecast Accuracy
  • Act as a subject matter expert and continuously optimize the use of the Verint Strategic Planner software tool for long term contact centre capacity planning
  • Use and maintain forecasts within the Verint (Workforce Management) system to create best statistical baselines within established processes
  • Continuously improve the Forecasting process and demonstrate measureable improvement in Forecast Accuracy
  • Identify opportunities to improve processes that improve contact centre efficiency such as reduced call volumes, handle times and occupancy including call routing strategies and design


  • A degree mathematics/statistics, finance, or economics
  • Expert Statistical knowledge with full understanding of Regression, Correlation and Forecasting techniques such as Exponential Smoothing and Box Jenkins
  • 2+ years of previous long range forecasting/demand experience, ideally gained within a contact centre environment
  • 2+ years of previous Contact Centre Workforce Management experience
  • Excellent analytical and problem solving ability
  • Advanced knowledge of MS Excel
  • Experience in contact centre forecasting tools such as Verint, Aspect, Totalview or ForecastPro (preference to those with Verint WFM and especially Verint Strategic Planner experience)
  • Ability to independently drive for forecast accuracy improvement
  • Excellent interpersonal communication skills and strong organizational abilities
  • Knowledge and understanding of contact centre methodology (queues, staffing, service levels, etc.)
  • Excellent attention to detail with a customer-centric approach
  • Ability to work successfully independently and within a team     



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