Forecasting Analyst III
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Job Location:
Irwindale, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. The Client is a leading electric utility in the United States serving millions of customers across central coastal and Southern California. The Company provides electricity transmission and distribution services supporting residential commercial and industrial customers across the region. It focuses on grid modernization energy management and infrastructure reliability to ensure consistent power delivery. The Client also drives clean energy adoption electrification initiatives and wildfire mitigation efforts serving customers across its service territory.
Description:
Job duties may include create detailed design documentation for the development of computer systems in accordance with business needs; devising configuring operating and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business department team or functional goals.
Day-to-Day Responsibilities/Workload
- This role is responsible for building workforce plans that support our day to day operations.
- It includes forecasting staffing plans schedule development and performance analysis with close partnership across Operations Systems and our vendors to keep service on track.
- This person is expected to understand whats happening on the floor explain why its happening and recommend clear actions to address it.
Required Skills/Attributes:
Hands-on WFM experience in a contact center (forecasting scheduling performance analysis)
Strong understanding of key call center drivers and metrics:
- Forecast inputs (volume AHT shrinkage) service level/ASA abandon rate occupancy adherence backlog
- Proven ability to turn data into operational recommendations not just reports
- Advanced Excel skills (pivot tables lookups nested formulas PowerQuery)
- Experience producing staffing plans and explaining tradeoffs (service vs cost)
- Comfortable working with ambiguity and changing priorities (weather/events/outages/system issues)
- Strong communication skills able to clearly explain performance drivers and provide direct easy to understand updates
- Strong stakeholder partnership collaborating well with Operations and vendors
- High attention to detail and follow-through (schedule accuracy assumptions documentation)
Desired Skills/Attributes:
Experience with WFM platforms such as:
- Aspect/Alvaria Genesys WFM NICE/IEX Verint Calabrio etc.
- Experience with multi-site and/or vendor/BPO operations (and managing different shrinkage patterns)
- Experience supporting multi-skill routing and queue/skill strategy
- Knowledge of intraday management practices and real-time levels (OT VTO reassignments skill changes)
- Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages billing cycles weather)
- SQL Power BI/Tableau or data modeling skills
- Experience building standard work playbooks governance routines and reporting automation
- Exposure to labor rules / union environment (if relevant) timekeeping systems and policy constraints
- Experience coaching/mentoring and driving adoption of WFM best practices
Desired Skills/Attributes
Education Requirement:
- Bachelor Degree in applicable profession business or technical discipline or an equivalent combination of education training and experience. Possesses three to five years of experience.
- Degree preferred; minimum 4 6 years of direct contact center WFM experience may substitute
- Minimum Years of Experience: Five or more years of experience performing resource management and/or business planning.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
