We are looking for a self-motivated individual to join our Global Business Operations team within Consumer Services and Inside Sales ( CSIS ).
The incumbent will be the Sr. Forecasting Analyst for the CSIS Forecasting team. The CSIS Forecasting team uses complex predictive modelling to provide volume forecasting to internal teams, external service partners and key stakeholders, in order to plan and schedule teams accurately so they can serve our customers to the high standard they expect and deserve.
The Sr. Support Ops Specialist will be responsible for the analysis of data and optimisation of call volume forecasting models for Customer Services and Inside Sales, working closely with cross functional teams for Forecasting solutions.
They will work closely with the Work Force Management team to make sure our forecasting solution provides the most accurate results.
This will also include interactions with external stakeholders within our service partners. They will monitor forecasting accuracy and compare actuals to forecast projections, analyse and interpret variances and produce a variety of reports and recommendations to cross functional teams.
Assist in the production and coordination of volume forecasts, ensuring all relevant stakeholders are engaged
Produce analysis to understand performance of forecasting models; identify additional predictors / drivers of volume and produce recommendations
Understand business performance, risks and challenges to inform the design, production and implementation of forecasting models
Perform monthly variance analysis to forecast, help to identify and communicate drivers and evaluate areas of opportunity for revenue growth and / or cost reduction.
Communicate recommended forecasts, initiatives and other key findings to stakeholders
Some various administration tasks of Aspect, our Work Force Management and Forecasting tool
Work closely with our Work Force Management team to optimise forecasting solutions, determine best split of call volume across teams and service partners
Assist our Work Force Management team with various tasks such as Queue monitoring, Agent Scheduling and other duties as they become apparent.
Adherence to service levels and meeting established success measures
Qualifications & Experience :
Advanced Excel skills.
A strong understanding of call centre and Customer Service operations.
Experience in using Reporting tools such as Business Objects, Qlikview, QlikSense or similar.
A logical and analytical approach to problem solving
An understanding of statistical analysis and predictive modelling a plus
Strong communicator with positive influencing and interpersonal skills and the ability to manage relationships across multiple teams
Self-motivated with an ability to thrive under pressure and tight deadlines
Ability to understand complex ideas and analytical results and present these in a clear and concise manner to internal stakeholders
Experience with using Aspect, NiceIPX or similar Work Force Management tool
Effective prioritisation and organisational skills, alongside an ability to manage multiple competing priorities.
NortonLifeLock is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive and accessible environment for all employees.
All employment decisions are based on merit, experience, and business needs, without regard to race, color, national origin, age, religion, sex, pregnancy (including childbirth or related medical conditions), genetic information, disability (physical or mental), medical condition, marital status, sexual orientation, gender identity or gender expression, military or veteran status, or any other consideration made unlawful by federal, state, or local law.
NortonLifeLock strictly prohibits unlawful discrimination based on such protected characteristics and seeks to recruit the most talented candidates from diverse cultures and backgrounds.
We also consider for employment qualified individuals with arrest and conviction records. In addition, NortonLifeLock will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. .
EEO is the law. Applicants and employees of NortonLifeLock Inc. are protected under Federal law from discrimination. See the and .