Workforce Management Forecast Analyst
Long-term contract job

The candidate should have a major understanding of analytics and data modeling, excel.

• Ability to interact and communicate, lead the conversation with Stakeholders, and understand the business needs
• Okay with Finance and accounting or HR/Recruiting, having contact center/call center, who has managed workforce.
• Needs would be workforce management (forecasting)
• Understanding of business needs, client needs, analysis of data and information
• Interview Process: 1 – hour each, 2 interviews
• Pivot tables for Excel

POSITION SUMMARY –
What are the key objectives for this resource (project summary)?
Manages long term forecasting of future workloads for all inbound, outbound and support function, which are combined with assumptions around productivity, shrinkage, attrition, and other factors to determine required headcounts for each workgroup.
What are the Roles and Responsibilities of this role?
Create and maintain forecast plans to ensure staffing requirements are identified and achieved.
What specific departments will they interact with? WFM partners with Operations, Recruiting, Training, Supplier Management and FP&A to secure and balance staffing between workgroups and between CSC and Supplier sites.

List the position Requirements:

• Experience in advanced trend analysis and the ability tointerpret data to provide recommendations to drive key business decisions.
• Expert-level Microsoft Office skills in Excel including the use of advanced formulas.
• Ability to conduct/lead collaborative discussions with stakeholders and workgroup leaders to identify upcoming changes and challenges in the business and recommend appropriate counter-actions.

Must Haves:

• Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends.
• Maintain staffing and headcount records, and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office).
• Create custom reporting which aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting.
• Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.
• Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.
• Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts.
• Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.

Job Type: Contract

Pay: $40.00 - $45.00 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Chandler, AZ: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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