CAI Workforce Management Forecasting Analyst
Atlanta, GA, United States
CAI Workforce Management Forecasting Analyst – Atlanta, GA – Cox Automotive Center of Excellence Business Unit: Cox Auto Corp Services FLSA Status: Job Code: 4510C
Location: ATLANTA, GA Department: Finance Systems EEO Code:
Reports to: WFM Director/Manager Job Information: FT, > 5% Travel Salary/Grade: XX
Job Description :
Primarily responsible for forecasting workloads for multiple channels, sites and lines of business, forecasting resources required to process workloads and meet Contact Center service goals, and developing and maintaining reporting and analysis as required to manage these processes. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management. This position will partner with people and teams across Operations and other functional areas to identify actionable insights and work to implement solutions geared toward operational and financial optimization related to forecasting, production workforce scheduling, and workflow.
Experience with forecasting/scheduling packages is a requirement
Experience using Workforce Management Systems
Experience working with outsource providers (OSP) or business process outsourcing (BPO)
Experience in a work environment comprised of multiple levels of professional, technical, and administrative personnel
Proven ability to effectively interact with people and use appropriate decision-making skills
Must possess the ability to work under pressure, meet deadlines and be accountable for performance
Confidential Information: Position requires exposure to company product information, systems and procedures. This position requires the highest level of confidentiality to be maintained always.
General Responsibilities :
Develop, manage and forecast and special project volume and resource capacity requirements based on business work volume trends, customer demand changes, sales product market changes, and resource utilization
Provide capacity and process impact analysis to CAI leadership and BPO business partners (IT/Product/Sales Strategy) on short- or long-term initiatives affecting CAI departments
Work directly with the Workforce operations team to build staffing strategies that consider all possible variables that may affect staffing and call volume projections.
Utilize data analysis and root cause process assessments to identify waste, inefficiencies and areas of improvement
Monitor and analyze call patterns, intra- and inter-day activity and adjust as needed in real time to ensure optimal productivity and efficiency
Create scheduling environments that ensure achievement of service level attainment, schedule adherence and other financially impacting goals
Ability to adapt and excel as a team player in a fast-paced and change-oriented environment
Supports local WFM resources in their monitoring of agent adherence to schedules, breaks and exceptions, providing reports and making recommendations to Operations Center Management personnel.
Prepare and disseminate timely and accurate reports to operations management
Report deficiencies to operations team in real-time and partake in projects impacting work cycles
Conduct regular audits of the Call Management and Workforce Management Systems
Forecast the hourly/daily/weekly/monthly call volume to meet established Contact Center goals (e.g. service level, average speed of answer, average handle time)
Manage staffing within cost/call budget guidelines
Facilitate project management activities, may lead or participate in project teams for workforce planning or enterprise wide initiatives.
Proactively create and interpret reports for management, identifying inefficiencies and outlining opportunities for improvement. Analyze and make recommendations for appropriate course of action based on findings and business justification.
Monitors multi-channel, multi-site, operations to ensure optimal staffing levels
Completes root-cause analysis to determine and quantify reasons for forecast variance
Review forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compare actual results to forecasts, identifying opportunities for improvement and implement solutions.
The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all the duties, responsibilities, knowledge, skills, and abilities associated with this job. The company reserves the right to alter or modify this job description, with or without notice.
Qualifications :
College Degree Preferred in mathematical or statistical course work, or equivalent work experience
Excellent analytical, communication and organizational skills
Capacity Planning experience is required
Familiarity with workforce management tools and concepts including forecasting, and scheduling methodologies
Experience and understanding of call center dynamics and performance measurements
Ability to perform forecasting in a contact center environment and schedule to those needs is a must
Must have ability to work in an environment with minimal direct supervision, where a high degree of creativity and latitude is expected
Spreadsheets with intermediate formula application and database software (e.g. Excel and Access) experience required
Experience with WFM software (Genesys Cloud, Verint/Blue Pumpkin, Aspect, Interactive Intelligence IEX, eWFM, etc.)
Preferred Qualifications
3-5 years in a Workforce Management position
Minimum of 2 years of contact center scheduling/forecasting experience
Previous work experience developing and maintaining work volume forecasts in a call center environment
Proficiency in Microsoft Office Applications including Word & Excel and other relevant software
Prior experience with Genesys Cloud, Avaya, Cisco, Interactive Intelligence or other ACD phone system required
Must possess excellent professional writing and presentation skills to both technical and executive audiences with ability to apply real-time
Excellent oral and written communication skills and interpersonal skills
Technical Writing
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