Workforce Management Forecasting Analyst

Teleperformance•Warren, MI

21h•Hybrid

About The Position

TP is a global, digital business services company that delivers advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways. With over 500,000 employees speaking more than 300 languages, TP has a global scale and local presence, allowing it to be a force for good in supporting its communities, clients, and the environment. Through a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, TP aims to make people's lives simpler, faster, and safer, helping companies adapt quickly to changing needs. This position is a hybrid role, requiring 60% in-office work at the Warren, MI location and 40% work from home. Candidates must be able to accommodate this hybrid schedule.

Requirements

2+ years of workforce management forecasting and reporting experience (will not accept accounting forecasting)
Experience with reporting, forecasting, analytics, workforce strategies

Nice To Haves

Bachelors/Associates highly preferred but not a requirement – relevant experience is also accepted
Preferred knowledge of - SQL, PowerBI, MS Excel, NICE IEX
Previous contact center experience preferred

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
Oversee Contact Center data in relation to Contact
Oversee center volume and handle time
Heavy reporting duties after forecasting the data for the Contact Center line of business
Assist with reporting and creating innovative ways to look at data