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 KPI’s
• 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
• Bachelor’s 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 master’s 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

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