Posted in Other 30+ days ago.
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Type: Full Time
Location: Louisville, Kentucky
Responsible for analyzing call and staffing trends, preparing long-range forecasts and budgetary data for contact centers and providing hand off data and guidance for short-range forecasts
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Contribute to the Company vision of being the industry leader in customer service through
quality, commitment, courtesy and teamwork.
Develop and mentor the Forecasting Analyst team.
Provide input to meet expected customer experience and financial targets based on workforce management results.
Develop and maintain a comprehensive forecasting and planning model, using Workforce Management tools to forecast call volume, handle time and other staffing related metrics in order to create staffing requirements and related inputs to financial forecasts.
Coordinate and facilitate collaboration with Customer Care Senior Leadership, Marketing, Technical Operations, Human Resources, Finance, Information Technology, Outsource partners and others to capture forecast and staff impacting activities.
Manage forecast results by providing feedback, input and reporting to business partners to ensure accurate financial forecasts.
Align call demand with agent supply to achieve key performance objectives (ASA, utilization, budgets, etc.)
Provide long-term forecasts to management and product owners in support of future strategic initiatives.
Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers.
Prepare presentations and analysis for Executive Review .
Perform the job functions of Forecast Analysts in their absence.
Perform other duties as requested by manager.
Skills /Abilities and Knowledge
Ability to read, write, speak and understand English
Expert in executive presentation
Expert ability to analyze and interpret data
Ability to communicate orally and in writing in a clear and straightforward manner
Ability to communicate with Senior levels of management and all company personnel
Ability to handle multiple projects and tasks
Ability to maintain confidentiality
Ability to make decisions and solve complex problems while working under pressure
Ability to prioritize and organize effectively
Ability to show judgment and initiative and to accomplish job duties
Expert ability to use personal computer and software applications (i.e. word processing, spreadsheet, etc.)
Knowledge of Aspect eWorkforce Management or similar application (IEX, Blue Pumpkin, etc)
Knowledge of database applications (SQL, Oracle, Access, etc)
Ability to work independently
Ability to work with others to resolve problems, handle requests or situations
Knowledge of cable television products and services
Bachelor's degree in statistics, business or related field or equivalent experience
Related Work Experience Number of Years
Workforce management scheduling and forecasting software 5+
Inbound contact center experience 5+
Office environment with 24 hour service capability