[Remote] Advisor, Workforce Analysis
Responsibilities Create accurate contact center forecasts (30-minute interval to weekly) Maintain Workforce Management system (Genesys) with accurate volume, average handle time, arrival patterns, staffing, shrinkage, and other drivers Maintain external models (Excel/Power BI) with updated volume, average handle time, shrinkage and other drivers Collect and analyze data accurately Conduct regular trend analysis for specific lines of business Partner with long-term forecasters and intraday teams to ensure end-to-end planning and execution is aligned Identify potential process improvements Facilitate regular forecast meetings with LOB partners Assist with ad-hoc requests and general strategy development Report and analyze current and historical staffing trends, make staffing recommendations Align front-line shifts with workload projections to support prompt customer service Requirements High School Diploma or GED equivalent Preferred: BS/BA degree in related discipline (Business, Finance or Mathematics) Preferred: Previous WFM experience Previous forecasting experience Advanced Microsoft Excel skills Functional Skills: Proven aptitude for math and analytics Strong Microsoft Office skills (Excel, Word, PowerPoint) Strong communication skills Ability to multi-task and meet deadlines Ability to collaborate and influence others Easily adapts to change Excellent time management and organization skills Apply tot his job