What is your mission?

You will provide the best service to our partner brands by performing these tasks:

• Create long-term forecasts, mid-range, short-term, and intraday forecasting.
• Support business decisions through the preparation of timely and accurate variable forecasts in a high-volume contact center, with a specific focus on improving the customer experience and maximizing operational efficiencies.
• Archive events and influencing factors impacting forecast.
• Validate confidence of established influences/drivers (factors determining forecasts) Leverage advanced statistical methodologies (correlation, regression, etc.)
• Create a meaningful interpretation of data through the use of tools, industry experience, and logic to frame situations and allow meaningful dialogue and decision-making.
• Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes.
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Researches and analyzes diversified data to draw valid conclusions.
• Evaluate and implement new methods and techniques for operational improvement.
• Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts.
• Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
• Study department work, vacation, and absence records (shrinkage) for ongoing historical trend analysis and offer recommendations for forecasting purposes.
• Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Responsible for call volume monitoring and forecast adjusting by day by interval.
• Works with site leaders to ensure adequate staff, contingency plans, and workflow monitoring.
• Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
• Interface with call center leaders to understand the fast-changing business needs and make updates where necessary.
• Stay current on internal policies and procedures.
• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Update workforce management and other databases as changes occur.
• Respond to management requests to produce “what if” scenarios.
• Other duties and responsibilities as assigned.