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
Requirements:
Bachelors/Associates highly preferred but not a requirement – relevant experience is also accepted
2+ years of non-accounting forecasting/reporting experience
Preferred knowledge of – Minitab, Clarabridge, SQL, PowerBI
Workforce Strategies/Previous Call Center experience