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.
Explore our COVID-19 page https://jobs.adp.com/covid19/ to understand how ADP is approaching safety, travel, the hiring interview process, and more.
Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Ethics at ADP: ADP has a long, proud history of conducting business with the highest ethical standards and full compliance with all applicable laws. We also expect our people to uphold our values with the highest level of integrity and behave in a manner that fosters an honest and respectful workplace. Click https://jobs.adp.com/life-at-adp/ to learn more about ADP’s culture and our full set of values.
Compensation range for this role for U.S. Colorado Residents:
- Range minimum:
- Range maximum:
- Compensation type: Salary