Forecast Manager – Customer Experience
| Company | SharkNinja |
|---|---|
| Location | Needham, MA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- Bachelor’s degree in business, marketing, statistics, or a related field
- Proven experience in data analysis, forecasting, and customer experience management
- Strong analytical skills with the ability to interpret complex data sets
- Proficiency in CX software and analytics tools (e.g., CRM systems, WFM systems, Contact Center strategies)
- Excellent communication and presentation skills
- Ability to work collaboratively with cross-functional teams
- Strong attention to detail and problem-solving skills
Responsibilities
- Analyze customer data contact center data to identify trends, patterns and insights to inform forecast sent to 3rd party BPO’s
- Develop and maintain forecasting models to predict customer contact volumes driving the highest level of accuracy
- Working with FP&A to ensure that we are hitting all our forecasting targets in relationship to the established budgetary goals
- Collaborate with finance, marketing and sales teams to align CX strategies with business objectives
- Monitor and report on key performance indicators (KPIs) at the BPOs ensuring compliance/adherence to the forecast
- Present findings and recommendations to senior management
- Utilize CX software and analytics tools to gather and analyze data
- Stay updated on industry trends and best practices in contact center forecasting
Preferred Qualifications
- Experience in the consumer goods industry
- Knowledge of data privacy regulations and best practices
- Familiarity with machine learning and predictive analytics techniques
- Ability to manage multiple projects and meet deadlines