Forecaster/Scheduler

Job Description

Clear Harbor Dominica is seeking a skilled Forecaster/Scheduler to join our operational team. This vital position demands expertise in predicting call volumes and optimizing staff schedules to maintain exceptional service levels. Ideal candidates will possess robust analytical abilities, a solid background in workforce management, and a strategic approach to resource allocation.

Responsibility

• Create, revise and manage the schedules as required
• Generate long-term and short-term forecasts
• Utilize our Community software to create schedules that meet forecasted demands
• Work closely with WFM supervisor to manage the scheduling process
• Analyze real-time and historical trending to determine an effective forecasting model
• Monitor and analyze data and trends to identify potential opportunities, needs, issues, and problems that could impact business results
• Gather and maintain historical call volume patterns and trends used for forecasting
• Proactively offer recommendations for staffing volume and scheduling to achieve expected goals
• Analysis of production volume data providing trends and recommendations on resource utilization to WFM supervisor
• Provide scheduling and production staff management of non-production activities such as meetings, trainings, and out-of-office activities
• Maintains events calendar (site holidays, site-wide meetings, huddles, training sessions, etc.) and ensures that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner
• Appropriately forecast and account for growth due to seasonal variations and special events
• Responsible for assisting the WFM supervisor in training and supporting new enterprise WFM team members and site OSC leadership
• Conduct complex “what if" scenarios as directed by the WFM supervisor
• Ensure work rules/patterns and allotments are up-to-date and accurate for the processing of schedule requests and forecasts
• Maintain forecast call/volume and staffing models with the appropriate assumptions
• Attend and facilitate daily, weekly, and monthly staffing review meetings with the enterprise WFM team to review and forecast performance and identify risks
• Be willing to work additional hours when it’s “crunch time” for sensitive projects that require immediate attention
• Prioritize work and handle high-pressure situations
• Perform other duties and assignments as directed

Experience and Qualifications

• Six months of production work required
• Microsoft Office with a focus on Excel preferred
• Prior leadership experience preferred
• Preferred but not Required CESC's: Information Technology, Office Administration
• Advanced proficiency with Microsoft Office Excel

Benefits and Others

Submit Resume & Cover Letter to recruitment@clearharbor.com.
Applications should be submitted with the Subject: Role as Forecaster/Scheduler