What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Build and implement advanced forecasting models for all contact channels (voice, email, chat, social media).

• Analyze datasets and business drivers to develop customized, data-driven forecasting strategies.

• Produce and maintain short- and long-term forecasts to support planning and execution.

• Ensure data accuracy by cleansing and integrating large, complex datasets from multiple sources.

• Analyze trends and seasonality to improve forecast accuracy and operational performance.

• Present insights through clear reports and visualizations for leadership and stakeholders.

• Collaborate with contact center leaders to align forecasts with upcoming initiatives.

• Run scenario modeling and sensitivity analysis to assess business impact on staffing and service.

Who are we looking for?

• At least 3 to 5 years of experience in a similar role, preferably within a multi-channel contact center (voice, email, chat, social media).

• Strong understanding of forecasting methods and statistical techniques such as time series analysis and regression, with the ability to apply them to real-world business needs.

• Proficient in Google Sheets and Excel, including advanced formulas, pivot tables, and managing large datasets.

• Creative and analytical mindset with a passion for problem-solving and developing tailored solutions beyond standard models.

• Excellent communication and presentation skills, with the ability to simplify complex data and provide actionable insights to stakeholders.