Job Description

Role description

Capacity Planning - Global Contact Forecasting Analyst



Who are we:



Vista is the marketing partner to millions of small businesses around the world, empowering each one to live their dreams. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vista, small businesses can create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site and on-the-go.





The Global CARE Capacity Planning and Work Force Management (WFM) organization owns end-to-end workforce planning and execution of Vista's Global Customer Care and Design network. Our forecasting, strategic headcount planning, scheduling, and real-time management solutions are responsible for the millions of decisions needed to provide jaw dropping customer value to all our customers around the world.



The Contact Forecasting team within the Global Capacity Planning & WFM organization is responsible for modeling forecasting problems, discovering insights and identifying opportunities through statistical, algorithmic, data mining and visualization techniques. We are looking for an exceptional Senior Contact Forecasting Planner, who insists in the highest standards and rigor leading to best in class forecasting output and accuracy, who has experience building, automating and improving forecasting models and who acts as an owner driving valuable business insights. The successful candidate will be passionate about customer experience and be highly motivated to support major innovation, automation and standardization across Global CARE Capacity Planning and WFM.



What you will do:



Supports provision of Global CARE customer contact forecasts for short term, long term and budgetary planning cycles at a granular level using inputs such as orders by product group and line of business (LOB), historical contact rate, promotional days, contact reasons and various overlays including contact reduction initiatives and other business projects. Supports with Root cause analysis, Identification of Contact drivers and further investigate to deeper granular level to under stand from Customer point of view. Supports development and application of various forecasting techniques such as weighted average/Moving average, YoY trend/seasonal impact and statistical methods (like univariate, multivariate regression or time series algorithms using tools such as Python/R) to design and develop best in class customer contact forecasting models especially for Intra week patterns. In conjunction with CARE WFM Technology/Data Engineer team develops and maintains CARE contact forecasting data structures. Supports definition of short term and long-term contact forecasting risks and contact volume volatility ranges or P-Levels by country/line of business. Supports alignment on forecasting approach and required contingency planning with key stakeholders. Drive contingency planning discussions internally within global WFM headcount planning and scheduling teams. High impact role with goals that directly impacts the bottom line of the business. Accurate forecasts drive improvements in cost and quality of CARE customer service on a global scale. Supports development and maintenance of WAPE/Bias forecast accuracy tracker and trackers for drivers of forecast variance. Supports development and maintenance of scorecards for explanation of contact rate drivers such as by product group, contact reasons, returns, special projects/events. Support in Monthly Forecasting review meetings with key CARE stakeholders highlighting short term and long terms forecast changes, key drivers of change, forecast assumptions, overlays and volatility ranges or P-Levels for contingency planning. Support contact forecasting strategy and communication for key events, new launches, peak holiday period, business, and product expansion.
QUALIFICATIONS:




Bachelor's Degree in mathematics, statistics, computer science, engineering, economics, or related field. Experience in time series forecasting, multivariate regression, using R and/or Python for data modelling and/or forecasting can be useful. 2+ years' experience in planning (Overall) in designing and building forecasting models. Excellent data modelling, Excel and analysis skills driving business insights. Experience building SQL queries/database and knowledge in statistical analysis, data visualization. Combination of technical skills and business savvy to interface with all levels within Capacity Planning, Data & Analytics, Finance and key operational stakeholder teams Excellent written and verbal communication skills. Excellent stakeholder management skills and experience presenting to senior leaders.
PREFERRED QUALIFICATIONS:




Advanced degree preferred. Intermediate to advanced knowledge of SQL, Visual Basic or other programming languages are a plus. Experience using a range of different forecasting algorithms such as Prophet, ETS, ARIMA algorithms. Analysis experience in Customer Service/ Operations Research / Capacity Planning experience preferred Strong commitment to exceptional customer experience, and a high level of dedication, enthusiasm, motivation, and persuasive ability in a team and cross-functional environment Excellent attention to detail, proactive self-starter Ability to work successfully in a dynamic, ambiguous environment Ability to meet tight deadlines and prioritize workloads Ability to develop new ideas and creative solutions Exceptional influencing and execution skills.
Why You'll Love Working Here:



Being at Vista means that you don't see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey - and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what's next, we're always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we're capable of. Some might call that a challenge; we just call it another great day at work.



Vista has received numerous recognitions including a perfect score of 100 on the Human Rights Campaign Foundation's 2021 Corporate Equality Index (CEI) naming us a Best Places to Work for LGBTQ Equality. We also earned a place as one of the best remote-first workplaces in the U.S. and on the Boston Best Places to Work list from Built In. In addition, Vista's CEO, Robert Keane, was recently honored with Comparably's Best CEOs award, listing him among the top CEOs according to employees. Vista offers numerous support systems including Employee Resource Groups like Pride, Mosaic, and Women in Technology, and special interests communities to foster awareness, respect, and inclusion within the workplace.



We're Remote-First:



In 2020, Vista adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers them to be their best. Vista also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results. Currently we are enabled to hire remote team members in over 30 US States as well as several countries in Europe, including Spain, Germany, UK, Czech Republic, the Netherlands and Switzerland.



About Us:



As an e-commerce powerhouse, Vista creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products and solutions that include signage, logo apparel, promotional products, face masks, flyers, postcards, business cards, websites and digital marketing. With Vista, small businesses are able to create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. In 2020, Vista acquired 99designs to expand its design offering via a worldwide community of more than 150,000 talented designers to make it easy for designers and clients to work together to create designs they love. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.





Equal Opportunity Employer:



Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.





Please visit:


Meanwhile you can know more about our company details through below mentioned links:



Cimpress Vision -


About us: Our story -


Our India ecommerce website -


Global corporate Website -

Skills

Excel, Data Analysis, Capacity Planning, Forecasting/Demand planning

About Cimpress

Founded in 1994, Cimpress (Computer Integrated Manufacturing Press) empowers individuals and businesses worldwide to make their mark through customized, high-quality products. With a $5 billion market cap and a presence in 24 countries, Cimpress is a market leader in mass customization--offering a wide range of personalized items, including print, signage, apparel, and packaging. Cimpress India (CI) supports Cimpress businesses by providing top-tier talent and operational solutions, advancing its mission to deliver value through personalization. Operating as a "talent container" model, CI simplifies hiring, payroll, HR, and logistics, allowing businesses to focus on their ambitious goals. Currently, Cimpress India hosts over 2,400 team members across 14 Cimpress brands, with key hubs in Ahmedabad, Bengaluru, and Mumbai. Our teams play a vital role in Cimpress's commitment to mass customization and innovation, making custom products accessible and impactful.