AMS Consumer Contact Volume Planner at HP in Tlaquepaque, Jalisco, MX

AMS Consumer Contact Volume Planner

Description -

Job Description

As a Contact Volume Forecaster, you will work closely with Operations, Customer Care partner management and Workforce Management teams to provide accurate forecasts, enhance resource planning, and improve overall service efficiency.

Key responsabilities

• Analyze historical data and trends across different contact channels (voice, social media, chat) to create accurate forecasts.

• Track and monitor short-term and long-term forecasts to predict contact volume fluctuations and recommend adjustments to meet customer service level goals.

• Work closely with Workforce Management and Operations teams to reconcile significant variances, refine the forecast model to reflect updated sales and marketing assumptions, and improve forecast model variance.

• Evaluate forecast accuracy regularly, identifying any gaps between actual and forecasted contact volumes.

• Ensure that all relevant data inputs, such as historical contact data, business intelligence, and external factors, are accurately integrated into forecasting models.

• Prepare regular reports and presentations to communicate forecast, accuracy and adjustments to leadership and relevant teams.

• Suggest and implement process improvements to enhance forecast accuracy.

Education and Skills required

• Bachelor’s degree in Mathematics, Statistics, Data Analytics or related field (or equivalent work experience).

• 3+ years’ experience in handling business forecasting.

• Ability to analyze current processes and identify areas for improvement to enhance efficiency and optimization

• Excellent communication and interpersonal skills to collaborate with cross-functional teams and present findings to stakeholders

• Experience in RPA, data analytics, python, etc is a plus

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Mexico)

Travel -

No

Relocation -

Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"