The Forecast Analyst is responsible for developing accurate forecasts (long, mid & short) for multiple client channels, including but not limited to, Inbound, Outbound, Email and Chat, as well as, back office workload. Responsible for developing accurate long-range forecasts to determine overall staffing capacity requirements. In addition, develop staffing capacity requirements to support all service platforms.Responsible for developing accurate mid-range forecasts to allow for accurate planning of associate development, coaching and training needs. Works closely with project team and service managers to assess the impact of projects on the forecast and the ability to deliver on associate initiatives.Responsible for working with Sr. Leadership and Finance during the fiscal planning process to ensure that planned FTE headcount support the Associate and Client Experience goals. Work on call center tools and development as needed. Oversees and maintains the Workforce Management platform (configurations for skills, call & multi-channel routing, associates, historical trends, anomalies, etc.) Multi-channel includes phone calls(both inbound and outbound) and email.Ability to learn and work in a fast pace environment .Ability to prioritize, organize and summarize data.Strong Excel skills, and solid working knowledge of Word, PowerPoint.Attention to detail and process.Ability to influence and drive results.Demonstrated effective verbal and written communication skills.Open to learning new approaches and willingness to take direction
Proven workforce management experience and strong knowledge of call center operations.Proven experience forecasting with WFM applications IEX (preferred), Aspect, Verint, Pipkins, Genesys. Bachelor’s degree or Equivalent in Education and Experience preferred.
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