Workforce Management Forecaster

Customer Service is the heartbeat of our company. We depend on our Call Center employees to serve our customers and fulfill our promise of reliability.

Better together than apart. This position is on-site, and we are looking for good people who share our passion.

Position Responsibilities 

• Utilize correlation analysis to relate customer contact demand with order and sales figures to develop long-term forecasts.

• Develop and maintain forecasts for several contact types through use of weighted averages, indexing, seasonality and trend analysis.

• Measure forecast performance by creating and / or providing metrics and measurements that illustrate forecasting efficacy.

• Effectively communicate data trends and future outcomes to leadership, including senior management.

• Analyze and report on volume and staffing trends to provide overall coverage improvement recommendations to leadership.

Minimum Requirements

• Bachelor's degree.

• 3+ years customer service and / or data analytics experience.

• 2+ years of WFM experience using WFM software.  NICE WFM (IEX) scheduling system experience preferred.

• Ability to forecast for volumes and associated staffing requirements in a dynamic environment.

• 3+ years of Excel experience with intermediate knowledge of formula definitions.

• Be an active participant in a "hands-on" work environment.

• Exhibit strong written / verbal communication and organizational skills. 

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