Data Analyst (Call Center Forecasting)

Gtech Services•Warren, MI

42d

About The Position

Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes - Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions - Collaborate with various internal customers on impact analysis for proposed contact center changes - Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided - Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies - Perform various analyses, formulate conclusions, and present conclusions to management - Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities - Work with business to develop short-term and long-term financial forecasts and budgets - Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results - Provide variance analysis on forecast performance - Develop and maintain reporting tools that help analyze forecasting trends

Requirements

Bachelors/Associates highly preferred but not a requirement - relevant experience is also accepted
2+ years of non-accounting forecasting/reporting experience
Workforce Strategies/Previous Call Center experience

Nice To Haves

Preferred knowledge of - Minitab, Clarabridge, SQL, PowerBI

Responsibilities

Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes
Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions
Collaborate with various internal customers on impact analysis for proposed contact center changes
Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
Perform various analyses, formulate conclusions, and present conclusions to management
Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
Work with business to develop short-term and long-term financial forecasts and budgets
Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
Provide variance analysis on forecast performance
Develop and maintain reporting tools that help analyze forecasting trends