Title: Forecasting Analyst

Department: Workforce Management

Summary

• Position is responsible for preparation of effective forecasts including short-term, mid-term and long-range forecasts of Contact Volume, Average Handle Time and Staffing Requirements.  Accountable for managing and reporting on all forecasting activities including changes in call center demand and forecasting accuracy by interval, week, month and year.

Responsibilities

• Maintain workforce management tool and associated data to ensure accuracy of forecasting and reporting.
• Develop a comprehensive forecasting model including short-term, mid-term, and long-range contact volumes, average handle time and staffing requirements using workforce management tool and Excel.
• Create a culture of consistency, accountability and continuous improvement regarding workforce management strategy, policy and process design
• Increase the efficiency of the contact center through the creation of effective forecasting practices which allow for proactive actions to address changes in staffing demands.
• Advise customer care leadership and business owners of staffing, call routing, capacity and budgeting considerations for strategic decisions and direction
• Recommend policy and process enhancements to provide increased productivity, higher customer/employee satisfaction and reduced costs
• Coordinate and facilitate collaboration with customer care leadership, technical operations, human resources, finance, information technology, and others to develop and leverage best practices to reach shared goals
• Align workforce management practices to achieve key performance objectives (service level, utilization, budgeting, etc)
• Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
• Perform other duties as requested by supervisor

Qualifications

    Minimum Qualifications

• High school diploma or equivalent; Associates Degree or higher from an accredited college or equivalent preferred. 
• 6 years related call center experience, forecasting experience required
• Effective oral and written communication skills 
• Proficient in the use of e-mail and Microsoft Office suite required
• High degree of proficiency with Microsoft Excel
• Maintains confidentiality with customer and employee information 
• Proficient in higher level math (e.g. deep understanding of queuing theory, time series analysis, etc.)
• Able to work under minimal supervision
• Works as a team player 
• Deep understanding of workforce management tools 
• Ability to work in a diverse work environment

    Performance Skills

• Management: A proactive leader with a strong attention to detail, exceptional motivational and mentoring capabilities
• Attention to Detail: Able to maintain accurate records and notes communicating what is needed in a thorough and comprehensive manner
• Communication: Able to clearly present information through the spoken or written word; read and interpret complex information; talks easily with all levels of employees; listens well. 
• Customer Focus: Able to demonstrate a high level of service delivery; do what is necessary to ensure customer satisfaction; deal with service failures and prioritize customer need.
• Decision Making and Problem Solving: Able to take action in solving problems while exhibiting judgment and a realistic understanding of issues; able to use reason, even when dealing with emotional topics; review facts and weigh options. 
• Integrity: Able to be tactful, maintain confidences, and foster an ethical work environment; prevent inappropriate behavior by coworkers; give proper credit to others; handle situations honestly. 
• Policies, Process, & Procedures: Able to act in accordance with established guidelines; follow standard procedures in crisis; communicate and enforce organizational policies and procedures; recognize and constructively conform to unwritten rules or practices. 

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Please note, this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities, and schedule may change at any time with or without notice.