Location: Vistaprint, Montego Bay and St James
Description: Support Vistaprint Jamaica’s contact center operations with a blend of technical and business expertise. Collect and analyze multi-faceted data using advanced methodologies and workforce management tools to determine accurate short and long-term forecasts and scheduling needs. Recommend staffing plans to management to ensure optimal service levels are met. Report to the Senior WFM Manager. Leading end to end forecasting activities for Vistaprint Jamaica’s contact center supporting 600+ agents; Managing relationships with our Global Analytics & Marketing teams to ensure effective and accurate forecasts; Forecasting customer contact volume in a multi-site & multi-channel (Inbound, Outbound, Chat, Email) contact center; Compiling statistics, interpreting large data sets and taking appropriate action to support company goals and objectives.
Qualifications: Minimum Associate degree in Statistics or related field (Bachelor’s preferred) or equivalent work experience; Working knowledge of risk analysis and use of analytical techniques in problem solving; Advanced skills in Microsoft Office (Excel, PowerPoint); An understanding of call center tools (ACD, Workforce Management); Excellent interpersonal and customer interaction skills to include (verbal and written) communication and presentation skills; Proven experience working independently and taking initiative; Excellent organizational skills and ability to manage multiple and changing priorities; Flexibility to work any assigned shift and weekends is an asset
Contact: Senior Recruiting Associate. Vistaprint