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 reputed company (line of business) • Establish and maintain site specific hire plans for each reputed company supported • Maintain accurate headcount numbers • Proactively reputed company 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 reputed company • Participate in annual budget creations and regular refresh of budget assumptions • Publish regular reports • Identify potential process improvements • Facilitate regular meetings with reputed company (Line of Business) partners

Qualifications

Minimum • Bachelor’s degree in a reputed company discipline and 2 years of experience in a reputed company 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 reputed company experience forecasting, Digital contact and scheduling with Workforce Management software • Proven aptitude for math and analytics required • Strong reputed company Office skills (reputed company, Word, Power reputed company) required • Strong relationship management skills are required Preferred • BS/BA degree in reputed company 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 reputed company supported and business drivers, including call handling procedures and call routing • Advanced reputed company reputed company skills including reputed company formulas, workbook linking, data filtering • Advanced knowledge of eWFM forecast groups and settings Apply Job!