I. Position Summary

The WFM Forecasting Specialist will be responsible for strategically planning and predicting workload demand for our German-speaking market/operations. This role is critical in ensuring optimal staffing levels to meet service level agreements (SLAs) and productivity targets while managing labor costs. Fluency in the German language is mandatory to accurately understand regional trends, communicate with German stakeholders, and interpret market data.

II. Key Responsibilities

A. Forecasting & Capacity Planning

• Develop Forecast Models: Create and maintain robust short-term (daily/weekly) and long-term (monthly/annual) contact volume, Average Handle Time (AHT), and shrinkage forecasts using statistical models and WFM software.
• Analyze German Market Data: Incorporate specific factors related to the German market, such as German holidays, cultural/seasonal business trends, regional marketing campaigns, and local events, into the forecast.
• Capacity Planning: Translate workload forecasts into required staffing levels (headcount, hiring needs, and training capacity) to ensure service levels are consistently met.
• Variance Analysis: Track and analyze actual results against forecasted data (volume, AHT, Shrinkage, Occupancy) and identify root causes for all significant variances.

B. Reporting & Analysis

• Stakeholder Communication (German): Clearly communicate forecasting assumptions, risks, and performance results to German-speaking operational leaders and stakeholders via reports and presentations.
• Regular Reporting: Prepare and distribute standardized daily, weekly, and monthly WFM performance reports, including forecast accuracy and capacity plan adherence.
• Deep Dive Analysis: Conduct ad-hoc analysis to identify trends, performance opportunities, and potential operational efficiencies within the German-speaking teams.

C. Process Improvement

• Collaborate with Operations, Finance, and HR teams to refine input data and improve overall forecast accuracy and WFM processes.
• Identify opportunities to automate forecasting models and reporting mechanisms.

III. Required Skills & Qualifications

A. Essential Skills

• Language Fluency (Mandatory): Native or near-native proficiency (C1/C2 level) in German (written and verbal) is non-negotiable.
• Analytical Skills: Strong numerical aptitude with proven experience in statistical analysis, data modeling, and forecasting methodologies (e.g., Erlang C, time series).
• Technical Proficiency:
• Advanced proficiency in Microsoft Excel (VBA, pivot tables, complex formulas).
• Experience with a major Workforce Management (WFM) software (e.g., NICE IEX, Verint, Genesys, Aspect, Teleopti).
• Familiarity with data visualization tools (e.g., Power BI, Tableau) is a plus.

• Volume Forecast

• Long term (4+ Months)

• Guidance (2-3 Months)

• Locked (+1 Month)

• AHT including learning curve

• In-office shrinkage

• Out-office shrinkage

• Attrition

• Availability rate

Vacation Planning

B. Experience & Education

• Experience: Minimum 2-4 years of experience in a dedicated WFM Forecasting, Capacity Planning, or Data Analysis role, preferably within a high-volume contact center, BPO, or service environment.
• Education: Bachelor’s degree in Business Administration, Mathematics, Statistics, Finance, or a related field.

C. Competencies

• Excellent verbal and written communication skills in both German and English.
• High level of attention to detail and accuracy.
• Ability to manage multiple priorities and work effectively in a fast-paced, dynamic environment.
• Strong problem-solving ability and critical thinking skills.
  

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