Workforce Management Forecaster

Rockwell Automation, Inc.•Mayfield Heights, OH

33d•Hybrid

About The Position

This is an exciting, newly created opportunity to join our dynamic Customer Care organization as a Capacity Forecaster. In this role, you'll have the unique chance to shape and define your own path-building forecasting and planning strategies. As a key contributor to our workforce planning efforts, you'll play a pivotal role in ensuring we deliver exceptional customer experiences while optimizing resource allocation. If you're someone who thrives in a growing organization and enjoys creating structure, this is a fantastic opportunity to make a meaningful impact and grow your career The capacity forecaster is responsible for developing capacity plans, long-term forecasts and short-term forecasts for a global, multi-channel Customer Care team. This role involves analyzing historical data, business trends, and workload patterns to develop accurate forecasts and capacity plans, ensuring the right balance of resources to meet business demands. The planner uses activity-based modeling to project staffing requirements and proactively identify resource gaps or surpluses. This role helps avoid overstaffing or understaffing while supporting an exceptional customer experience. The capacity planner / forecaster collaborates with across the organization to align workforce strategies with business objectives while proactively identifying risks and opportunities to improve. Strong analytical skills, proficiency in WFM tools and methodologies, and the ability to adapt to dynamic business needs are key.

Requirements

Bachelor's Degree in a relevant field
You can work within the United States without sponsorship. Rockwell will not sponsor for this role now OR in the future.

Nice To Haves

3+ years in forecasting or planning roles.
Advanced Excel and forecasting software experience. Verint experience would be a distinct advantage.
Strong statistical and analytical mindset.
Proven analytical and communication skills.
Organized approach to work to be able to navigate maintaining a structure when there are many priorities

Responsibilities

Build and maintain contact volume and handle time forecasts (long and short term).
Use activity-based modeling and WFM systems to develop capacity plans.
Analyze historical trends and account for seasonality/events.
Measure and present forecasting accuracy and variance analysis.
Collaborate with business stakeholders to align on planning assumptions.
Support System for Management activities including establishing cadence for Daily/Weekly/Monthly performance reviews
Be a Subject Matter Expert related to data needs to support performance reviews and collaborate regularly with the data analytics team for development and evolvement of analytics

Benefits

Health Insurance including Medical, Dental and Vision
Paid Time off
Parental and Caregiver Leave
Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.
To learn more about our benefits package, please visit at www.raquickfind.com.

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