Workforce Analytics Analyst II
The Workforce Analytics Analysts II supports Customer Care, Sales, Retention or Collections. As an analyst, individuals will be responsible for call center forecasting support for a specific line of business. Key activities include the creation of monthly, daily and interval forecasts and generating required headcount. Forecasts analysts are accountable for maintaining an acceptable level of... forecast accuracy.
Create accurate contact center forecasts (30-minute interval to monthly)
Maintain Workforce Management system (Aspect eWFM) with accurate call history and arrival patterns
Maintain external models with updated call volume, Average Handle Time, Shrinkage and other drivers
Provide an accurate locked forecast and preview for vendor partners
Conduct regular trend analysis for specific LOB (line of business)
Establish and maintain site specific hire plans for each LOB supported
Maintain accurate headcount numbers
Proactively make recommendations on staffing to maximize KPIs
Identify and escalate potential risk to attainment of Key Performance Indicators
Incorporate pre-defined impacts of upcoming initiatives into planning models (Products, Marketing, etc.)
Partner with scheduling and intraday teams to ensure end-to-end planning and execution is aligned
Participate in annual budget creations and regular refresh of budget assumptions
Publish regular reports
Identify potential process improvements
Facilitate regular meetings with LOB (Line of Business) partners
Qualifications
Minimum
Bachelors degree in a related discipline and 2 years of experience in a related field. The right candidate could also have a different combination, such as a masters degree and up to 2 years experience or 6 years of related experience forecasting, Digital contact and scheduling with Workforce Management software
Proven aptitude for math and analytics required
Strong Microsoft Office skills (Excel, Word, Power Point) required
Strong relationship management skills are required
Preferred
BS/BA degree in related discipline (Business, Finance or Mathematics) strongly desired
3 years of demonstrated experience in long range forecasting, planning & staffing analysis strongly preferred
Aspect eWFM experience preferred
Proven experience presenting & consulting with operational leadership preferred
Experience in telecommunications industry desired.
Full understanding of LOB supported and business drivers, including call handling procedures and call routing
Advanced Microsoft Excel skills including complex formulas, workbook linking, data filtering
Advanced knowledge of eWFM forecast groups and settings
Apply Now
Create accurate contact center forecasts (30-minute interval to monthly)
Maintain Workforce Management system (Aspect eWFM) with accurate call history and arrival patterns
Maintain external models with updated call volume, Average Handle Time, Shrinkage and other drivers
Provide an accurate locked forecast and preview for vendor partners
Conduct regular trend analysis for specific LOB (line of business)
Establish and maintain site specific hire plans for each LOB supported
Maintain accurate headcount numbers
Proactively make recommendations on staffing to maximize KPIs
Identify and escalate potential risk to attainment of Key Performance Indicators
Incorporate pre-defined impacts of upcoming initiatives into planning models (Products, Marketing, etc.)
Partner with scheduling and intraday teams to ensure end-to-end planning and execution is aligned
Participate in annual budget creations and regular refresh of budget assumptions
Publish regular reports
Identify potential process improvements
Facilitate regular meetings with LOB (Line of Business) partners
Qualifications
Minimum
Bachelors degree in a related discipline and 2 years of experience in a related field. The right candidate could also have a different combination, such as a masters degree and up to 2 years experience or 6 years of related experience forecasting, Digital contact and scheduling with Workforce Management software
Proven aptitude for math and analytics required
Strong Microsoft Office skills (Excel, Word, Power Point) required
Strong relationship management skills are required
Preferred
BS/BA degree in related discipline (Business, Finance or Mathematics) strongly desired
3 years of demonstrated experience in long range forecasting, planning & staffing analysis strongly preferred
Aspect eWFM experience preferred
Proven experience presenting & consulting with operational leadership preferred
Experience in telecommunications industry desired.
Full understanding of LOB supported and business drivers, including call handling procedures and call routing
Advanced Microsoft Excel skills including complex formulas, workbook linking, data filtering
Advanced knowledge of eWFM forecast groups and settings
Apply Now