Forecasting Analyst III

Irwindale, CA - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

MW Partners is currently seeking a Forecasting Analyst to work for our client who is a well-known leading utilities company.

Responsibilities and duties:

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.

Requirements:

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:

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.
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 levers (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

For a further discussion or to find out more contact Ashutosh Nayak on or apply now.

MW Partners is currently seeking a Forecasting Analyst to work for our client who is a well-known leading utilities company. Responsibilities and duties: This role is responsible for building workforce plans that support our day to day operations. It includes forecasting staffing plans schedule...

MW Partners is currently seeking a Forecasting Analyst to work for our client who is a well-known leading utilities company.

Responsibilities and duties:

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.

Requirements:

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:

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.
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 levers (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