Essential Functions / Key Responsibilities- Build/Analyze/Manipulate statistical models. Uses statistical models and analytics to build and deliver presentations to business leaders that are supported by the analysis.
Maintains forecasts for the following time frames; Monthly forecast for 5 years; daily forecast for 18 months. Prepare and hands daily forecast numbers to the short-term / daily-operations forecast team.- Responsible for maintaining the staff plans with capacity and working assumptions
Develops implements and distributes strategic solutions and methodologies for an assigned business unit.
- Conducts analysis of complex business and user needs, definition of business requirements and recommendations of appropriate solutions and business strategies.
Provides business process management and technical consulting and expertise to management in resolving complex business problems.- Partners with all other shared service groups to develop a complete picture of future changes in the business environment. Evaluate collected data to determine the impacts that can be built into capacity planning tools.
Analyzes and researches new and existing products, procedures, and/or workflow needs associated with business operation. Researches and analyzes diversified data to draw valid conclusions. Evaluates and implements new methods and techniques for operational improvement.
- Leads projects that will enable team to continually improve processes by identifying, sharing, implementing the best practices. Act as team leader of various projects and participates on teams implementing new improvement processes. Maintains files and tools in a way consistent with WFM standards.
Identifies the critical elements of a business process that need to be monitored and managed. Tracks the trending of key demand drivers and reports in a way that is actionable for the business unit partners.- Assists in the development and implementation of compelling business cases to accomplish business objectives. Assists with the identification, assessment and mitigation of business risks associated with the current operating model and/or desired target state operating models.
Mentors, educates and trains others on forecasting techniques, methods and tools. Works to raise the level of expertise of entire WFM team particularly the development of the Capacity
- Management Analyst positions (Short Term Forecasters).
Maintains confidentiality relative to the organizational strategies, objectives and practices
Candidate must possess at least a Bachelor's/College Degree- 2+ year of hands-on experience in WFM in a call center inbound voice process
1+ year of Capacity Planning and Forecasting experience
- Strong organizational skills to ensure critical timelines are met
Accuracy and attention to details is a must in this role- Must have strong project and process management skills.
Must have the ability to lead effectively in an environment of change and ambiguity.
- Must possess strong verbal and written communication skills to interact with all levels within the company as well as external parties
Detail oriented with ability to deliver project deliverables with little supervision- Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
- Demonstrate analytical, organizational, problem solving and creative thinking skills
Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems- Flexible and willing to work in shift schedules
Job Type: Full-time
Benefits:Schedule: Holidays
Supplemental Pay:
Application Question(s):
Email Address:
Education:Experience:
WFM Scheduler: 1 year (Required)
