Forecasting Analyst & Capacity Planner

Lisbon, PT

At TripActions the Forecasting Analyst & Capacity Planner is a senior member of the Workforce Management team responsible for tracking historical key business indicators to ensure accuracy of forecasted contact volume (chat/voice/email) and call handling metrics to assist in ensuring that proper staffing is in place to service our travelers 24x7x365 and support operational process improvement initiatives. Additionally, this position is responsible for auditing and checking the accuracy of forecasted call volume, scheduling of contact center staff resources, and working with the operations leaders to make intra-day adjustments in response to unanticipated variations in contact volume or staffing. 

 

What You’ll Do:

  • Develops and maintains sophisticated forecasting and capacity planning models using statistical analysis skills and Workforce Management (WFM) tools at the daily/monthly/quarterly/yearly and interval level.
  • Creates, publishes and effectively communicates staffing resource planning estimates for multiple contact center locations.
  • Leads regular forecast and staffing meetings with business operations teams to inform them of the forecasted staffing plan and makes adjustments as needed.
  • Prepares KPI reports and analysis in support of contact center workforce planning and budget variances.
  • Provides clear, in-depth technical analysis of demand activity, drivers and variances
  • Works with leadership for adjustments to scheduling process and center allocation strategy
  • Aligns workforce management practices to achieve key performance objectives (service level, utilization, budget, etc.)
  • Performs various ad hoc analyses; formulates conclusions and presents conclusions to management.
  • Provides validation of forecast and budget plans to actual using gap analysis to increase accuracy.
  • Advises customer care leadership and business owners of staffing, call routing, capacity and budgeting considerations for strategic decisions and direction.
  • Using strong forecasting and technical knowledge, creates system and process improvements to streamline processes and improve efficiency.

What We're Looking For:

  • Minimum 5+ years experience in Workforce Management / Contact Center forecasting
  • Minimum 3+ years experience using a WFM software (Aspect, Calabrio, or Nice)
  • Experience in data analytics and project management
  • Advanced proficiency with Microsoft Excel to create formulas, pivot table, charts, graphs.
  • Advanced knowledge working in Contact Center Workforce Management (WFM) and capacity planning.
  • Intermediate knowledge of reporting tools (Tableau preferred).
  • Broad experience and understanding of technologies, models and methodologies related to costing, staffing and forecasting.
  • Knowledge of statistics and forecasting methodologies.
  • Knowledge of SQL/ MS Access/ MS Excel.
  • Experience with data management, specifically with validating and auditing data and reports from multiple systems.
  • Experience communicating and presenting to senior leadership
  • Experience working with ambiguity and applying creativity to solve problems
  • Attention to detail and commitment to data accuracy especially in times of rapid turnaround need
  • Strong mathematical, analytical, communication and organization skills.
  • Experience working on complex issues where analysis of situations or data requires an in-depth evaluation of variable factors.
  • Undergraduate degree in Statistics, Finance, MIS or a related field, or equivalent. Post-graduate coursework is desirable.
  • Motivated to work hard in a fast-paced, ever-changing technology environment.
  • Team player, ability to work flexible shifts in a global environment

US COVID-19 Vaccine Policy

To support the health and safety of our teams and work spaces, we require employees to be fully vaccinated against COVID-19 or to have received an approved accommodation based on medical condition or sincerely held religious belief or practice. Please let us know if you’d like to discuss the policy or available accommodations before proceeding with our recruitment process.

About TripActions

TripActions is the only modern, all-in-one travel, corporate card, and expense solution, providing 5000+ customers around the globe unprecedented visibility and control over spend. Trusted by finance teams and travelers alike, TripActions leverages real-time data to help companies keep traveling employees safe, reduce spend, and drive productivity.

TripActions’ investors include such visionaries as Andreeseen Horowitz, Lightspeed Ventures, Greenoaks, Zeev Ventures, and entrepreneurs Lee Fixel, Adam Bain, and Elad Gil. In October 2021, TripActions announced its Series F funding of $275M at an upround post-money valuation of $7.25B to help accelerate future growth plans.

At TripActions, we’re never satisfied with the status quo, and we know breakthrough ideas come from diverse perspectives. We are committed to cultivating a workplace that reflects the diversity of the customers we serve while fostering leadership and innovation. All voices are valued here and you’ll have the resources, tools, and training you’ll need to do the best work of your life.

Our Benefits

We realize benefits are important as they support keeping you at your best at all times. Our benefits are here for you if you get sick or hurt, help you save for now and later, encourage you to take time off work and travel, and provide perks specific to being a TripActions employee both in and out of the office.

Equal Opportunity

TripActions is an equal opportunity employer. We make all employment decisions based solely on merit. We provide equal employment opportunity to all applicants and employees without discrimination on the bases of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We prohibit any such discrimination or harassment. This policy applies to all terms and conditions of employment, including hiring.

Accommodations

TripActions complies with the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local law. TripActions will reasonably accommodate qualified individuals with a disability in connection with applications for employment as required by law.

If you need any assistance or accommodations due to a disability, you are welcome to email us at talent-accommodations@tripactions.com.

Candidate Privacy Notice

Please review TripActions' Candidate Privacy Notice here.

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