Business Analyst Contact Forecasting Specialist
Core
Analyze customer contact behaviors across human and digital channels to develop forecasts for Customer Operations planning.
Role type
Business Analyst (Forecasting & Planning)
Builds
Rolling contact volume forecasts, operational dashboards, and strategic reports for Sky's customer operations.
Domain
Telecommunications / Media / Customer Analytics
Deliverable
dashboards & analysis
Required skills
SQL, Microsoft Excel, Microsoft PowerPoint, Business requirement translation, Trend identification, Seasonality analysis, Variance analysis
Preferred skills
Google Cloud Platform, Tableau, Power BI, Python
Responsibilities
Analyze customer contact behaviors to identify trends, drivers, and seasonality; Process and update rolling contact volume forecasts using historical data and KPIs; Monitor forecast vs. actual variances and support corrective actions; Produce dashboards and reports to transform complex data into actionable insights; Collaborate with Customer Operations, Digital, and Marketing teams to evaluate project impacts; Identify pain points and improvement opportunities along the customer journey; Present data-driven analysis and recommendations to stakeholders of varying seniority.
Seniority
Junior to Mid-level (approx. 2 years experience)
