Long Range Forecasting Analyst - WFM

Staples - Rochester, NY

Forecasting Analyst - Workforce Management is responsible for organizing, normalizing and analyzing historical data along with available business intelligence to produce a forecast of future daily workload.  Specifically, responsible for long-range, intermediate, and near-term forecasts of work units and handle time for various work types, including calls, email, chat, and offline contacts across numerous contact types and lines of business.

 

• Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured, identify and normalize outliers 
• Using historical data along with available business intelligence, forecast daily, weekly, and period level contact volume and AHT 
• Generate accurate mid and long-range (1-18 months) projections.
• Regularly review forecasting models, methodologies, projections, and rationale with key business leaders within the operation
• Present forecast results in a clear, concise and useful way                                       
• Create complex, event driven, easy-to-use scenarios models
• Identify areas of opportunity to improve overall accuracy and productivity through automation, process improvement, and by researching alternative forecasting methods (Sales, CPO, etc.)
• Assist business partners with the analysis and interpretations of WFM forecasting data and make recommendations for changes to optimize productivity
• Partner with Customer Service support teams to support process improvement initiatives 

• Identify and communicate specific and effective opportunities to improve planning processes
• Identify and implement optimal and reliable work structures and processes to effectively accomplish goals
• Initiates and implements appropriate actions to ensure key performance indicators are met based on current volume, AHT and Staffing trends.
• Identifies, resolves and escalates volume, staffing and systematic concerns in a timely mannerInternal & External Customers / Suppliers as well as Third Parties:

• Partner with entire WFM team to provide analysis on long range impacts to forecasting, staffing, volume trends and other external factors to ensure service level objectives are met.
• Work closely with Short Range forecasting team to identify trends and solutions to Service Level issues.
• Partner with internal customers (Contact Center VP, Director, CCM, ACCM) on short/long-term forecasting decisions
• Assist internal customers with the analysis and interpretation of contact center data and metrics and make recommendations for process or productivity improvements
• Partner with Customer Service support teams, Marketing, and Finance to support initiatives related to forecast accuracy, root-cause analysis, or financial reconciliation
• Partner with outsource partners by providing long range staffing requirements and forecasting

• Ensure consistency between long range forecast (1 – 18 months) is aligned with short range forecast.
• Responsible for creating the annual workload (contacts AHT) forecast that supports the labor budget process; partner with operations to review long-term projections in order to ensure alignment
• Provide recommendations and guidance to support NAD Customer Service staffing strategy as it relates to growth or changes in the business

 

Basic Qualifications:

• Demonstrates strong decision making and problem solving abilities and excellent interpersonal skills.
• Strong organizational skills to meet deadlines in an environment of constantly changing priorities.
• Capable of managing multiple priorities and competing demands calmly and effectively to complete work within specified time frames and quality parameters
• Ability to communicate with all levels of management through executive levels.
• Proven analytical and problem-solving expertise, with the ability to organize and interpret large amounts of complex, sometimes ambiguous data and/or business intelligence
• Keen attention to detail and accuracy
• Ability to collect, properly weigh and utilize available business intelligence
• Ability to communicate clearly and concisely with others, including the presentation of large amounts of data in a meaningful, actionable way
• Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, self-motivation, and persuasive ability in a team and cross-functional environment
• Ability to normalize historical data
• Ability to create new models from scratch and to present scenario-driven data models
• Ability to utilize various mathematical models to analyze historical trends in order to create forecasts of future activityPreferred Qualifications:
• Four years’ experience in a contact center or equivalent combination of education and experience
• Three years in Workforce Management, with at least two years of experience in Forecasting or Planning
• Four years in Contact Center Analytics considered in lieu of WFM experience
• Strong knowledge of Aspect eWFM, or similar Workforce Management tool (IEX, Blue Pumpkin
• Bachelor's Degree in Mathematics or Statistics preferred

Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.

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Posted: 30+ days ago

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