Workforce Management Forecasting Analyst | Hybrid Warren, MI

Responsibilities

• Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group, and report on actual vs. forecasted volumes
• Create, modify, and maintain forecast models that accurately predict Contact Center impacts given changes in various operating assumptions
• Collaborate with various internal customers on impact analysis for proposed Contact Center changes
• Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
• Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
• Perform various analyses, formulate conclusions, and present conclusions to management
• Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
• Work with business to develop short-term and long-term financial forecasts and budgets
• Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
• Provide variance analysis on forecast performance
• Develop and maintain reporting tools that help analyze forecasting trends
• Oversee Contact Center data in relation to Contact
• Oversee center volume and handle time
• Heavy reporting duties after forecasting the data for the Contact Center line of business
• Assist with reporting and creating innovative ways to look at data

Requirements

• Bachelors/Associates highly preferred but not a requirement – relevant experience is also accepted
• 2+ years of workforce management forecasting and reporting experience (will not accept accounting forecasting)
• PREFERRED KNOWLEDGE OF - SQL, PowerBI, MS Excel, NICE IEX
• Experience with reporting, forecasting, analytics, workforce strategies
• Previous contact center experience preferred

Qualifications

• Bachelors/Associates highly preferred but not a requirement – relevant experience is also accepted
• 2+ years of workforce management forecasting and reporting experience (will not accept accounting forecasting)
• PREFERRED KNOWLEDGE OF - SQL, PowerBI, MS Excel, NICE IEX
• Experience with reporting, forecasting, analytics, workforce strategies
• Previous contact center experience preferred

Benefits

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement program

Schedule

This position is a hybrid role with 60% in office at the Warren, MI location and 40% work at home. Candidates must be able to accommodate a hybrid schedule.

Pay

Details on pay will be provided during the interview process.