Workforce Management Forecaster

Why You Should Consider This Role

• You love numbers, data and stats
• You only use shortcuts in Excel
• You are naturally geared towards identifying trends, finding patterns and solving complex problems
• You treat others with dignity and respect while delivering results
• You are comfortable dealing with multiple priorities
• You are a thinker and doer all at the same time
• You go above and beyond in your role because you want to, not because you have to

What You Will Like

• The people – we care
• The diversity - every day is different
• The excitement – we focus on ‘What Matters Most’ to our customers
• The difference in the value Assurant places on strong leadership
• The opportunity to learn, grow and advance within our fortune 500 global company
• Competitive salary

Key responsibilities:

• Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a day
• Review historical metrics used to forecast daily to real-time metrics to constantly update historical data
• Complete staffing analysis and plans for budgetary purposes, including but not limited to complex "what-if" scenarios related to potential new client relationships (RFPs), efficiency scenarios, Digital First initiatives, etc. Develop relationship with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecasting
• Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle.
• Provide daily reports on assigned campaigns that measure effectiveness of forecasting as needed.  Participate in projects as team member to obtain marketing projections for new and existing campaigns.  Relays relevant information to the WCC (Workforce Central Communications)
• Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses
• Assist the Command Center with allocation of call volume when necessary

Basic Qualifications:

• Bachelor’s degree or equivalent experience preferred
• 5 + years of experience working in a contact center environment with at least 4 years of workforce management experience with an emphasis in forecasting

Other requirements:

• Superior organizational skills, including ability to manage multiple, complex projects simultaneously
• Strong Statistical background
• Knowledge of Automated Distribution Software and applications
• Experience in building and maintaining relationships with various levels throughout an organization
• MS Office including PowerPoint and Project, MS Access, Database structures, Crystal Report Writer, Internet
• Self-starter, self-disciplined and target focused but able to work in a matrixed environment
• Excellent written and verbal communication skills
• Proven ability to drive quantifiable business results
• Excellent collaboration skills, team-oriented working style
• Ability to work independently and achieve results under time pressure
• Will need to be able to present to leaders

Preferred qualifications:

• Broad knowledge of Aspect eWFM in a virtual call center environment
• Avaya and or Rockwell Automated Call Distributor experience