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Essential Duties & Responsibilities:
- Develop and maintain a 60-day and 12-month volume and staff forecasting process
- Provide special forecasts for workload and staffing in support of new initiatives and customer notifications, as needed.
- Conduct post analysis on forecasting accuracy to identify opportunities for improvement.
- Collaborate with Finance, Analytics, Operations, Product Management, Talent Acquisition, Training and Change Management business partners to communicate opportunities for business improvement and explain deviations from operating plans.
- Present complex forecasting data concisely to decision makers, including senior leaders.
- Assist senior leadership in defining Call Center KPI's and effectively execute on them.
- Conduct other responsibilities as set by Customer Solutions and/or Workforce Management leadership.
- 3-5 years of relevant experience required with Bachelor of Science degree preferred.
- Experience applying mathematical concepts and/or logistics within a multi-site, multi-channel contact center environment.
- High energy and a desire to work in a results-oriented, fast paced environment.
- Intellectual curiosity, a passion for problem-solving, and comfort with ambiguity and working under tight deadlines with high stakes.
- Strong oral and written communication, presentation, and interpersonal skills with the ability to present insights and recommendations persuasively and confidently at all levels of the organization.
- Adept at problem-solving, including data collection, establishment of facts and coming to supportable conclusions.
- Advanced ability with Microsoft Office products, including Excel and PowerPoint, is required. Experience with SQL Server, R/Python, or other data querying and statistical modeling packages is a plus
- Demonstrated ability to perform statistical analyses (regression and variance analysis) and data extraction/segmentation to determine business implications and make actionable recommendations is a plus.
- Develop and maintain a 60-day and 12-month volume and staff forecasting process
- Provide special forecasts for workload and staffing in support of new initiatives and customer notifications, as needed.
- Conduct post analysis on forecasting accuracy to identify opportunities for improvement.
- Collaborate with Finance, Analytics, Operations, Product Management, Talent Acquisition, Training and Change Management business partners to communicate opportunities for business improvement and explain deviations from operating plans.
- Present complex forecasting data concisely to decision makers, including senior leaders.
- Assist senior leadership in defining Call Center KPI's and effectively execute on them.
- Conduct other responsibilities as set by Customer Solutions and/or Workforce Management leadership.
- 3-5 years of relevant experience required with Bachelor of Science degree preferred.
- Experience applying mathematical concepts and/or logistics within a multi-site, multi-channel contact center environment.
- High energy and a desire to work in a results-oriented, fast paced environment.
- Intellectual curiosity, a passion for problem-solving, and comfort with ambiguity and working under tight deadlines with high stakes.
- Strong oral and written communication, presentation, and interpersonal skills with the ability to present insights and recommendations persuasively and confidently at all levels of the organization.
- Adept at problem-solving, including data collection, establishment of facts and coming to supportable conclusions.
- Advanced ability with Microsoft Office products, including Excel and PowerPoint, is required. Experience with SQL Server, R/Python, or other data querying and statistical modeling packages is a plus
- Demonstrated ability to perform statistical analyses (regression and variance analysis) and data extraction/segmentation to determine business implications and make actionable recommendations is a plus.
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