Forecast specialist

Yource Maroc

27-05-2026 | Yource Maroc - Meknes Langue(s) : # Français # Anglais

Descriptif du poste

The Forecast Specialist is a crucial role within the Yource WFM team, responsible for developing and maintaining accurate, high-quality forecasts for customer demand, workload, and resource needs. This role acts as the analytical core for all planning activities, ensuring that operational decisions are grounded in reliable data and solid statistical methods. The Forecast Specialist will assess historical trends, incorporate business intelligence, and collaborate with various stakeholders to create long-term, short-term, and intraday forecasts that improve efficiency and support the achievement of service level agreements. Key Responsibilities:

Forecasting and Analysis:

Develop, maintain, and manage forecast models for key metrics across different time frames: long-term (52 weeks), medium-term (13 weeks), and short-term (daily and interval). These include transaction volumes, Average Handle Time (AHT), and shrinkage.

Perform a comprehensive analysis of historical trends and demand drivers, comparing forecasts to actual results to identify patterns, seasonality, and anomalies across all accounts and channels.

Perform ad hoc scenario simulations and sensitivity analysis to evaluate the impact of potential business changes and ensure optimal resource allocation.

Use a variety of forecasting methods (e.g., time series analysis, regression, moving averages, Year-over-Year) and choose the most suitable model for each situation.

Data Management and Validation:

Gather, review, and verify historical, future, and incidental data from multiple sources to ensure accuracy and integrity, using the CUIKA (Collected, Usable, Integrity, Knowledgeable, Actionable) framework for data quality.

Identify and correct data outliers, documenting all adjustments and the reasons behind them to ensure a clear audit trail.

Manage and maintain the forecasting data repository and assumption libraries.

Collaboration and Communication:

Serve as a subject matter expert on demand drivers, discussing forecast outputs and assumptions with clients, Account Directors, and Operations Managers to align on volume expectations and SLA impact.

Collaborate with the Capacity & Resource Planners to ensure a smooth transfer of demand forecasts into the capacity planning process.

Collaborate closely with the WFM Business Partner and Centre of Excellence to provide insights, report on forecast accuracy, and promote continuous improvement in forecasting processes.

Attend WFM governance meetings to present forecast performance, explain variances, and contribute to strategic decisions.

Profil Recherché

5+ years of experience in workforce management, with at least 3+ years in a dedicated forecasting, data analytics, or business analytics role.

Advanced proficiency in statistical and forecasting techniques and models.

Proven experience with WFM software (e.g., NICE WFM, Verint, Calabrio) and data visualization tools (e.g., Power BI, Tableau).

Strong analytical, mathematical, and problem-solving skills with exceptional attention to detail.

Excellent communication skills, with the ability to translate complex data into a clear, easy-to-follow story for stakeholders at all levels.

Familiarity with SQL for data extraction and analysis is highly desirable.

Experience with statistical scripting languages such as Python or R is a plus.

A self-starter who is comfortable working autonomously and taking ownership of the forecasting process from end to end.