On - Specialist – Customer Service Forecasting - Berlin

Team for Career Site

Customer Service

In short

As a Forecasting Specialist at On, you’ll play a critical role in optimising our customer service forecasting process. Overseeing the process for your designated region, you will ensure comprehensive and accurate forecasts and accompanying staffing plans that support our growth by collaborating closely with both internal and external stakeholders.

Your mission

– Create accurate contact and staffing forecasts for a multichannel service centre, considering business growth, seasonality and improvement projects.
– Leverage your extensive demand forecasting experience to enhance our existing models as we transition from spreadsheets to a purpose-built forecasting platform (Anaplan).
– Partner with various internal and external (BPO) stakeholders to ensure staffing requirements are met across multiple internal and vendor sites, and address any identified gaps effectively.
– Perform root cause analysis on forecast variances and report on findings and mitigating actions to the wider happiness delivery team.
– Work closely across diverse business teams to ensure all relevant information is being gathered and included into the forecast.
– Help internal stakeholders in understanding our forecast and its various inputs, keeping them informed of any process changes or adjustments.

Your story

– You have a minimum of three years of experience in forecasting or demand planning roles within large customer contact operations.
– You possess expert-level knowledge of at least one contact center Workforce Management (WFM) platform (such as Alvaria, IEX, Teleopti, etc.). Experience with Anaplan is preferred but not essential.
– You have a strong understanding of statistical methods, including regression analysis, and are proficient in advanced forecasting techniques.
– You are proactive in suggesting improvements and ensure your ideas are heard, contributing to more robust processes.
– You have the ability to see the big picture when faced with conflicting priorities, focusing on tasks that have the most significant impact first.

Meet the team

Happiness is the only thing that multiplies when shared. So, take the chance and deliver happiness all day, every day at On! You will work in a team-player Team, which loves new challenges and where happiness is part of their DNA. If you want to take every opportunity to WOW our customers, our team and On – we would be happy to write stories together.