Forecaster (Contact Centers)

Assurant

3d•Remote

About The Position

A Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are properly staffed to meet the needs of our clients and customers. What does that mean? As a Forecaster, you find patterns and analyze trends to make forward thinking business decisions. 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

Requirements

5 + years of work experience, ideally in a contact call center environment
2+ years of experience in forecasting workforce management business projections
Strong experience working with SQL, Advanced Excel and creating forecast models
Bachelor’s degree or student in related fields (Data analytics, engineering, computer science, mathematics, etc.) is desired

Nice To Haves

Experience with NICE IEX WFM
Broad knowledge of Aspect eWFM in a virtual call center environment
Avaya and or Rockwell Automated Call Distributor experience
Candidates in Eastern or Central time zones are preferred
Superior organizational skills, including ability to manage multiple, complex projects simultaneously
Strong Statistical background
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

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