Forecasting Analyst, Workforce Management

Itasca, IL - USA

Monthly Salary: Not Disclosed

Posted on: 7 hours ago

Vacancies: 1 Vacancy

Job Summary

Position Summary: The Forecasting Analyst reporting to the Workforce Manager is responsible for anticipating future contact center workload and converting those forecasts into clear actionable staffing and operational requirements that enable the business to achieve established service levels cost objectives and efficiency goals. This role oversees the design maintenance and delivery of accurate and actionable reporting and analytics to enable Operations and Workforce leadership to make informed data-driven decisions.

General Position Responsibilities:

In detail the general tasks and objectives of this position are:

Consolidate data from multiple systems for reporting.
Build and maintain consistency in standard dashboards
Create daily weekly monthly standardized reports covering KPIs such as adherence occupancy shrinkage utilization FTE volume AHT SLA attrition and more.
Identify and report trends in KPIs.
Identify and execute opportunities to automate reporting or enhancement of models.
Create custom ad-hoc reports upon leadership or client requests.
Conduct variance analysis monthly on plan versus actual and quantify root causes on performance variances. Identify variance drivers.
Perform monthly cost analysis. Support budgeting analysis.
Develop and maintain short mid and long-term forecast specifically daily weekly monthly and annual.
Evaluate historical seasonality impacts (weather impacts system outages launches) campaigns etc. Properly document for future forecasting.
Keep WFM tool updated with current forecast.
Collaborate with cross-functional teams.
Perform other duties as assigned.

Qualifications :

Bachelors degree in business administration statistics or related field; or equivalent experience in Workforce Management or contact center analytics.
At least 3 years experience in similar roles prior experience in contact center or call center industry.
Strong analytical and quantitative skills with a high attention to detail.
Proficiency with Microsoft Excel (Pivot formulas data modeling). Experience with BI tools is a plus.
Experience with WFM tools.
Agile mindset comfortable adapting to change and driving innovation.
Analytical mindset and problem-solving skills.
Experience managing and interpreting large volume of data.
Proactive results oriented and capable of working independently.
Excellent organizational & communicative skills with the ability to manage multiple priorities and deadlines presenting insights clearly and effectively.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Employment Type :

Full-time

Position Summary: The Forecasting Analyst reporting to the Workforce Manager is responsible for anticipating future contact center workload and converting those forecasts into clear actionable staffing and operational requirements that enable the business to achieve established service levels cost o...

General Position Responsibilities:

In detail the general tasks and objectives of this position are:

Consolidate data from multiple systems for reporting.
Build and maintain consistency in standard dashboards
Create daily weekly monthly standardized reports covering KPIs such as adherence occupancy shrinkage utilization FTE volume AHT SLA attrition and more.
Identify and report trends in KPIs.
Identify and execute opportunities to automate reporting or enhancement of models.
Create custom ad-hoc reports upon leadership or client requests.
Conduct variance analysis monthly on plan versus actual and quantify root causes on performance variances. Identify variance drivers.
Perform monthly cost analysis. Support budgeting analysis.
Develop and maintain short mid and long-term forecast specifically daily weekly monthly and annual.
Evaluate historical seasonality impacts (weather impacts system outages launches) campaigns etc. Properly document for future forecasting.
Keep WFM tool updated with current forecast.
Collaborate with cross-functional teams.
Perform other duties as assigned.

Qualifications :

Bachelors degree in business administration statistics or related field; or equivalent experience in Workforce Management or contact center analytics.
At least 3 years experience in similar roles prior experience in contact center or call center industry.
Strong analytical and quantitative skills with a high attention to detail.
Proficiency with Microsoft Excel (Pivot formulas data modeling). Experience with BI tools is a plus.
Experience with WFM tools.
Agile mindset comfortable adapting to change and driving innovation.
Analytical mindset and problem-solving skills.
Experience managing and interpreting large volume of data.
Proactive results oriented and capable of working independently.
Excellent organizational & communicative skills with the ability to manage multiple priorities and deadlines presenting insights clearly and effectively.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Employment Type :

Full-time

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About Company

Bosch Group

Bosch first started in Vietnam with a representative office in 1994. Bosch has its main office in Ho Chi Minh City, with branch offices in Hanoi and Da Nang, and a Powertrain Solutions plant in the Dong Nai province to manufacture pushbelt for continuously variable transmissions (CVT) ... View more

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