Provide demand forecasts across multiple contact and operations centers, delivering accurate and timely forecasts that will be used for short-term operational execution and long-term budget planning

Learn and leverage SAS Viya forecasting suite to find data insights for the generation of regular forecast outputs at different time grains that work to drive ongoing accuracy in forecasting

Develop forecast models using multiple techniques and identify those that generate best fit and most accurate forecasts

Track and analyze contact volumes and arrival patterns, handle times, and other relevant data to develop and maintain forecast models of workload and effort

Work with stakeholders to Identify and analyze contact drivers and source relevant data for each business area, to empower machine learning findings that will help the business make informed decisions on future forecasts

Initiate and govern data processing automation task to improve efficiency and reduce manual task

Ensure data integrity and accuracy through comprehensive data management practices.

Incorporate into forecasts any business initiatives impacting customer contact demand

Identify anomalies and maintain historical data hygiene

Proactively adjust forecast models to account for changes in business processes, metrics, org design, external drivers, etc, measuring the impact of change through data and presenting recommendations both in verbal and written formats

Assist with creation of forecast reviews and presentations as needed by team management

Support weekly, monthly and/or quarterly reviews showing forecast performance against stated objectives, including observed trends

Drive continuous process improvements for the process of forecasting demand

Analyze data to identify trends and/or patterns or solve business problems, and make recommendations as appropriate to improve forecast accuracy

Conduct data mining and statistical analysis to identify trends and opportunities for business growth.

Work collaboratively with stakeholders to gain a profound knowledge of business drivers and factors impacting on volume and share findings and observations

Train and mentor junior analysts on the use of SAS Viya and other analytical tools.

3-5+ years in data science and/or data modelling roles, with preferred experience in an operational or financial analysis role with an emphasis in forecasting business activity

Demonstrated experience of delivering data-driven insights and recommendations that drove change or performance improvement for stakeholders.

Demonstrable intermediate level experience of using R, Python or SQL for data analysis, structuring, transforming and visualizing big data

Understanding of basic machine learning concepts and experience with AI/Machine Learning capabilities an advantage

Advanced spreadsheet and data table skills required, including macros, pivots, interacting with databases, and manipulating large data sets

Experience in use of additional complex analytical tools, eg, database querying (SQL), relational databases, Business Objects, Salesforce, Tableau, SAS, etc.

Experience in contact center environment and knowledge of standard contact center planning metrics and methodology highly advantageous

Experience producing meaningful presentations and reports

You possess excellent interpersonal skills and have demonstrated the ability to work with all levels of management, across different organizations

You are an excellent verbal and written communicator with the ability to present ideas clearly and gain consensus with peers and leaders

You possess a strong intellectual curiosity and demonstrate proven analytical skills with the ability to collect, organize, analyze, and disseminate information with attention to detail and accuracy

You are a self-starter who can work independently to turn vision into results

You have a passion for using data to drive better decision making

You have a growth mindset and are both flexible and pragmatic when faced with complex challenges

You are comfortable working with people in multiple countries and time zones and in a hybrid work environment

You are extremely well organized with the ability to work on and manage multiple projects at the same time and within tight timelines

You have a passion for innovation and continuous improvement

You have proven skills for business problem identification, pattern recognition, data collection and preparation, and independent problem solving

You are a team player who enjoys working with colleagues to learn and share knowledge ​