Senior Forecasting Analyst - Workforce Management

BUSINESS IMPACT STATEMENTImprove company profitability through leading value-add analysis, driving cross-functional collaboration, and building business partnerships.

ACCOUNTABILITIES

Contact Center forecasting  

• Forecast staffing needs for both in-house and third party customer facing departments using modeling tools and trend analysis 

• Produce staffing forecasts for distinct incoming contact volumes at an interval level 

• Partner with Finance team to align strategic short and long term plans 

• ​Project financial impact to varying staffing levels based on staffing needs and trends

• Analyze trends to adjust staffing forecasts as needed to ensure service goals are met 

Lead project work and deliver results to senior leadership 

• Provide Credit Senior Management with historical call volume reports and trend analysis on AHT, shrink and other staffing metrics 

• Provide Credit Senior Management with “what if” scenarios regarding business initiatives and staffing models 

• Assist in any disaster recovery contact volume needs 

Advanced analysis of long and short term staffing plans 

• Systematically identifies appropriate variables, relevant assumptions and key performance metrics

• Provides insight on risks and opportunities to business functional areas

• Drives and improves the weekly/monthly forecast process in collaboration with business partners

• Drives annual budgeting and updating of long-range plans

• Forecast short and long term staffing needs that includes all off phone initiatives (training, coaching, team meetings, etc) 

• Coordinate time off allotments for each line of business 

• Analyze unpaid time off opportunities designed to help business leaders better manage their payroll dollars 

• Provide peak staffing plans to each line of business 

QUALIFICATIONS

Required 

• Demonstrated experience in forecasting, planning & analysis

• Working knowledge of Windows applications 

• Demonstrated ability to manage multiple projects 

• Effective written and verbal communication 

• Ability to work with department leaders to achieve overall division goals

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Preferred 

• Bachelor’s Degree in Business, Management or related field 

• Working knowledge of scheduling software programs and forecast modeling

Special Requirements 

• N/A