Workforce Planning and Forecasting Coordinator - Contact Center
About The Position
Canon ITS is seeking a Workforce Planning and Forecasting Coordinator to support Contact Center operations through workforce planning, forecasting, and data analysis. The role helps ensure appropriate staffing levels to meet customer demand, achieve service-level goals, and support efficient daily operations. The coordinator analyzes contact volume and staffing trends, identifies potential challenges, and recommends solutions aligned with business objectives. This Level IV position calls for analytical skills, judgment, initiative, and collaboration with supervisors and managers to optimize staffing and improve Contact Center performance. The ideal candidate is proactive, organized, dependable, adaptable, and able to manage competing priorities in a fast-paced environment. The position uses a hybrid schedule: in-office work is required Tuesdays and Thursdays, with the option to work remotely the rest of the week unless business needs require additional office attendance. Schedules and office reporting requirements may change based on business needs. The hourly pay range is $20.54–$27.88.
Requirements
- Associate degree or postsecondary technical education, or two years of relevant experience.
- Strong problem-solving, critical-thinking, and analytical skills.
- Excellent mathematical aptitude and attention to detail.
- Effective written and verbal communication skills, with the ability to tailor messages to different audiences.
- Proficiency working with spreadsheets, including formulas and databases.
- Proficiency with workforce management and forecasting applications.
- Proficiency in Google Workspace, including Gmail, Google Chat, and Google Meet.
Responsibilities
- Develop weekly forecasts for contact volumes, handle times, and off-phone activities to support workforce planning.
- Forecast contact volumes and staffing requirements using historical data, emerging trends, and business needs.
- Analyze business trends, forecast variances, and performance data across multiple forecast groups to identify opportunities, risks, and potential operational impacts.
- Prepare and deliver reporting on business trends and workforce impacts to support long-term strategic planning and decision-making.
- Communicate short-term staffing requirements, forecast updates, and anticipated workforce needs to the lines of business.
- Create, maintain, and evaluate staffing schedules to ensure optimal coverage, meet service-level targets, and identify when scheduling adjustments are needed.
- Monitor real-time schedule adherence and make appropriate adjustments to optimize staffing, productivity, and service levels.
- Analyze units-sold data and customer propensities to support accurate forecasting and workforce planning.
- Maintain and refine forecasting models to improve short-term forecasting accuracy and reliability.
- Partner with lines of business, supervisors, and employees to assess current and future staffing impacts, including planning for new product training and shift bids.
- Manage and record employee attendance to support accurate staffing projections and schedule adherence.
- Monitor and maintain established performance standards for forecast accuracy, off-phone activities, service levels, and occupancy.
- Identify workforce planning challenges, evaluate potential impacts, and recommend solutions to improve operational efficiency and effectiveness.
- Perform other duties as assigned.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Company-paid holidays
- Paid vacation and sick leave
- 401(k) with company match
- Tuition reimbursement
- Employee discounts through the Canon Company Store
- Professional development opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
