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Workforce Optimization Forecasting Analyst

Company: One Call
Location: Tallahassee
Posted on: January 15, 2022

Job Description:

Workforce Optimization Forecasting AnalystAnalyzes contact center trends, including call volumes and call patterns, to forecast workload needed to support various channels. Ensures member service needs are met through accurate forecasting in support of various business areas. Provides data and additional information to be used for capacity planning. Delivers results of analysis and recommendations to various business partners and leadership.JOB DUTIES--- Creates short term and long term forecasts--- Conducts multi-dimensional short term and long term forecasting analysis to identify business issues related to workload planning--- Formulates and provides summary of analysis and recommendations to management and business leaders to assist in resolving business issues--- Navigates data and other various obstacles to deliver work product--- Extracts data from various databases and workforce management tools--- Provides advanced, in-depth analysis of workload factors for business areas with moderately complex multi-skill member contact areas--- Gathers information, business intelligence, analyzes data trends, identifies root cause(s) and provides information to business leadership or project teams--- Applies advanced knowledge of various forecasting methodologies and tools--- May participate in enterprise level projects representing Forecasting expertise--- Provides guidance and effectively partners with appropriate business leaders and representatives to integrate member channel demand into the overall forecasted need--- Applies advanced knowledge of the business, channels and their applications and processesMinimum Requirements--- Bachelor's degree or 4 years equivalent forecasting or capacity planning experience--- 4+ years experience scheduling, forecasting or capacity planning to include advanced utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems--- 2+ years utilizing and implementing forecasting methodologies--- 4+ experience demonstrated application of mathematical and analytical skills applicable to workload forecastingPreferred--- Advanced degree in Mathematics or Statistics--- Call or Contact Center Related Forecasting experience with Avaya and Aspect eWFM--- 6+ years experience scheduling, forecasting or capacity planning to include utilization of workforce management tools & data analysis tools, telecommunications tools, contact routing and workload delivery systems--- 4+ years experience utilizing and implementing forecasting methodologies for call centers with large number of multi-skill and multi-channel complexity--- Demonstrated application of mathematical and analytical skills applicable to forecasting or capacity planningKnowledge/Skills/Attributes--- -Knowledge of creating and producing long term and short term staffing plans--- -Knowledge of forecasting methodologies--- -Advanced knowledge of Microsoft Office tools (Word, Access, and Excel)--- -Business acumen, Collaboration, Communication, Demonstrate Adaptability, Drive for Result and InnovationPhysical/Emotional Demands and Work Environments: ---- -For roles located in office or home settings; this job is primarily sedentary and may involve repetitive motions; the employee is regularly required to sit, use hands and fingers, speak, and hear--- -For roles located in the field; this job is primarily active; the employee is regularly mobile and must be able to utilize transportation (such as driving), sit, use hands and fingers, speak, and hear--- -The employee is occasionally required to stand, walk, and lift objects (up to 10lbs weight; up to 4 ft. height)--- -Specific vision abilities required by this job include ability to see things from a close distance and ability to adjust focus--- -The work environment utilizes florescent lighting; noise level is moderate--- -The emotional demand of the job may cause undue stress from, but not limited to, moderate/heavy workload--- -Reasonable accommodations will be individually assessed and possibly made to enable individuals with disabilities to perform the essential functions of the position--- -Please be advised the job description is subject to change at any time -

Keywords: One Call, Tallahassee , Workforce Optimization Forecasting Analyst, Professions , Tallahassee, Florida

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