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The Forecasting Analyst is responsible for forecasting call volume and AHT across all sites and all LOBs at an intraday level, utilizing the Aspect eWFM
workforce management system to ensure service level goals are achieved within each line of business at the daily and interval levels.
Essential Job Functions:
-Define short and long-term projections across multiple sites for call types based on changing business needs as well as historical and future trends
-Compile data relevant to the forecasting analysis and design process, including call volume, average handle time, and shrinkage
-Analyze and present findings for recommended forecasting updates and changes to the WFM leadership and support teams
-Responsible for creating short-term forecasts for use in developing schedules and utilizing workforce management software
-Maintain and analyze records of actual volumes compared to forecast and recommend changes to enhance productivity and customer satisfaction
-Responsible for maintaining staffing and headcount reports and developing and maintaining plans for short range planning efforts for specific LOB’s
across all sites
-Partner with Scheduling Analyst to make recommendations for utilizing staffing resources at a daily and intraday level with the goal of maximizing
operating efficiencies and customer service delivery
-Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost
effective labor utilization
-Utilize workforce management applications and statistical analysis to produce and manage forecasting models that result in attainment of service
standards at lowest possible cost
-Conduct multi-layered “what if” scenarios to assess volume, staffing, performance and cost impact to changes in the business
-Responsible for providing and communicating forecast to actual variance analysis to WFM management
-Building ad hoc reports and creating ad-hoc analyses on an as-needed basis
Specific Requirements:
-Must possess very strong analytical skills
-At least one year of experience in a call center working as a forecasting analyst for large multi-site operation strongly preferred
-Aspect eWFM experience, or at least two years of experience in a call center capacity using automated forecasting tools preferred
-Must be proficient with Microsoft Excel, and possess experience in using this as an analysis tool
-Ability to work independently to prioritize and handle multiple projects and tasks to completion with limited direction
-Demonstrated ability to analyze data within limited time frames and recommend operational actions and/or alternatives based on analysis
-Basic understanding of ACD systems and call routing
-Excellent PC skills to include Windows, Microsoft Office
-Excellent verbal and written communication skills
-Good organizational skills to meet deadlines in environment of constantly changing priorities
-Working knowledge of eWorkforce , IEX, or similar workforce management software preferred
-1-3 years relevant experience in multi-site call center WFM environment
-Working knowledge of IVR, CTI, and ACD call center technology platforms
Education:
-BA Degree or equivalent
Candidates Must apply via our web site.
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