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Forecasting Business Intelligence Analyst

2 weeks ago

St John's, Newfoundland and Labrador, Canada Wyndham Hotels and Resorts, Inc. Full time
Job Description

The Forecasting Analyst, Staff Planning plays a pivotal role in our Workforce Management team at Wyndham Hotels & Resorts. This position entails forecasting call arrival patterns and developing short and long-term staffing plans to meet business objectives. The Forecasting Analyst must adapt scheduling plans to align with operational requirements, leveraging detailed knowledge of the operations centre's staffing availability and call volumes.

The ideal candidate will possess excellent analytical skills to support the operation for all inbound call types as well as off-phone work. Daily reviews of prior day results will be facilitated to identify variances and make recommendations for short-term plans. As a Forecasting Analyst, you will have the autonomy to make decisions regarding daily staffing levels and requirements to ensure service commitments and labor efficiency targets are achieved.

Key Responsibilities:
  • Monthly, weekly, daily, and half-hourly forecasting of inbound call volumes and staffing requirements based on historical call trends and business growth objectives.
  • Maintaining a Special Day calendar (call campaigns, email drops, outages, holidays, etc.) to capture impacts to the business and provide timely recommendations on staffing.
  • Preparing data-driven recommendations based on analysis and input from users and departmental management.