WFM Analyst-2

Chennai, IN

Job Description / Skills Required

Job Description: The Forecasting Specialist will be responsible for managing the day to day forecasting
for all Groupon in-house contact centers. Ensure strategic goals are met through forecast modeling,
collaborative planning, effective communication, while insuring forecast alignment with strategic goals.
Primary Responsibilities:
Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
Establishes a statistical baseline forecast for all LOBs. Provides clear communication of the forecasted
workload, changes, assumptions, inputs, etc. to the Sr. Leadership team.
Formulate recommendations based upon analysis, data and input from users and regional heads.
Appropriately forecast and account for growth due to seasonal variations and special events. Maintains events
calendar (site-wide meetings, huddles, marketing campaigns, etc) and ensure that impacts to the business are
captured, analyzed and recommendations on staffing are delivered in a timely manner.
Partner with BPI team to understand the key drivers of volume and incorporate into forecasting and planning.
Identifies and researches service level risks for problem resolution and management notification.
Serve as the WFM subject matter expert for other departments / internal customers
Responsible for updating statistical info into WFM modeling software.
Maintains a close working relationship with all departmental leadership in developing staffing strategies.
Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be
used for both short and long-term budget and staff/capacity planning; both detail and executive review levels.

Develop and maintain sophisticated forecasting and capacity models, and develop tools and techniques that
enhance the quality and accuracy of the forecast.
Assess and quantify near term risk or opportunities as identified through this process of analysis and
forecasting. Quantify the impact of business initiatives by partnering with all levels of the organization and
forecasting workload impacts appropriately.
Constant analysis of current staffing and efficiencies comparing them to current staffing requirements to
ensure proper staffing in all skills, 24x7x365. Advise management of necessary changes in staffing
Provide ad hoc analysis; formulate conclusions, and present conclusions to management.
Work closely with leadership to define new analysis/reporting initiatives.

Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.