Business Planning
Hewlett Packard Enterprise
- Current
- Generate forecasts for the supported Teams, Product Groups and Hubs / Regions Address understaffing and overstaffing to optimize headcount requirements Collaborate with Service Delivery Managers and Schedulers/RTAAs for inputs to forecasts Maintain Voice, Non-Voice Volume and Headcount information for supported teams Ad-hoc and standard forecast reports to Management Work closely with Schedulers/RTAAs to incorporate all required inputs Ensure to achieve industry standard forecast accuracy Periodic reviews with the aligned Hub / Region Stakeholders Coordinate with delivery teams and IT Coach engineers on correct usage of Not Ready States Train other team members and GRS engineers on Genesys WFM Tool Provide backup support to other team members Regression and other statistical methods
- Responsible for conducting post analysis on forecasting accuracy at all levels Work cross functionally with other departments to ensure organizational alignment Present analysis and results to internal customers including senior leadership Forecasting metrics to include patterns across multiple clients and contact center Continuous review and improvement of the existing models, processes, and methodologies
- Effectively communicate between departments to ensure future strategic and operational impacts are regularly reviewed and updated General administration of existing forecast models Alert key stakeholders to any potential issues and make recommendations where necessary
