Workforce Management Forecast Analyst

Full Time

    Job Description

    Title: Workforce Management Forecast Analyst
    Location: Chandler, Arizona(Onsite)
    Contract: 12 Months
    Pay Rate: $36.76/hr on W2

    Job Description:
    • Manages long term forecasting of future workloads for all inbound, outbound and support function, which are combined with assumptions around productivity, shrinkage, attrition, and other factors to determine required headcounts for each workgroup

    Roles and Responsibilities of this role:
    • Create and maintain forecast plans to ensure staffing requirements are identified and achieved.

    List the position 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 or 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 or 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 or 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.

    • What specific client departments will they interact with? WFM partners with Operations, Recruiting, Training, Supplier Management and FP&A to secure and balance staffing between workgroups and between CSC and Supplier sites.
    • How long is this project (please be specific)? Open
    • What phase is the project currently in? Role exists within client.

    RM Notes:
    • The candidate should have major understand of analytics and data modelling, excel
    • Ability to interact and communication, lead the conversation with Stakeholders, understanding the business needs
    • Okay with Finance and accounting or HR/Recruiting, having contact center/call center, who has managed workforce
    • Needs would be client workforce management (forecasting)
    • Understanding of business needs, client needs, analysis of data and information
    • Interview Process: 1 - hour each, 2 interviews
    • Pivot tables for excel