Job description

Job Title: Workforce Management Forecast Analyst
Duration: 12 Month+
Location: Chandler, AZ

Roles and Responsibilities:

• Create and maintain forecast plans to ensure staffing requirements are identified and achieved.

Requirements:

• Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions.
• Expert-level Microsoft Office skills in Excel including the use of advanced formulas.
• Ability to conduct / lead collaborative discussions with stakeholders and workgroup leaders to identify upcoming changes and challenges in the business and recommend appropriate counter actions.

Must Haves:

• Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends.
• Maintain staffing and headcount records, and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office).
• Create custom reporting which aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting.
• Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
• Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.
• Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts.
• Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.

Preferred/ Nice-to-haves:

• Bachelor's degree from an accredited institution.
• Hands-on experience with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources.
• Experience forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance provider.
• Experience with Workforce Database tools (i.e. TotalView/IEX, Verint, Aspect).
• Experience with Automatic Call Distributor/Interactive Voice Response call routing and Avaya/Genesys/NICE CXOne Call Dashboards phone reporting.
• Comprehensive understanding of current industry Workforce Management processes and best practices related to all aspects of Workforce Management deliverables.

Job Types: Full-time, Contract

Salary: $26.00 - $35.00 per hour

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Chandler, AZ 85226: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Inventory control: 4 years (Preferred)

Work Location: One location

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