Customer Contact Forecasting Analyst
Core
Design, build, and implement forecasting and capacity models to predict customer contact demand and optimize resource planning for sustainable mobility operations.
Role type
Customer Contact Forecasting Analyst
Builds
Demand forecasts, capacity models, staffing requirements (FTE), and scenario models for operational and strategic decision-making.
Domain
Sustainable mobility / Contact center operations / Resource planning
Deliverable
production ML models | dashboards & analysis
Required skills
Forecasting, capacity planning, resource planning, Advanced Excel, Power BI, data analysis, headcount modeling, scenario modeling
Preferred skills
Background in contact center, financial services, or operational environments
Technologies
Excel, Power BI
Responsibilities
Forecast customer contact demand across short, medium, and long-term horizons; Translate forecasts into capacity models and staffing requirements; Monitor forecast accuracy and provide reporting; Analyse performance data to identify efficiency opportunities; Support workforce planning through headcount modelling including attrition and shrinkage; Build and maintain forecasting models using operational, financial, and sales data; Provide resource impact assessments for new projects and business changes.
Seniority
Individual Contributor
