Workforce Management Forecast Analyst

Company: US Tech Solutions
Location: Chandler
Posted on: May 26, 2023

Job Description:

Title: Workforce Management Forecast Analyst Location: Chandler, AZ / Plano, TX / Alpharetta, GA Duration: 12+ Months List the position Requirements: Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions. Expert-level Microsoft Office skills in Excel including the use of advanced formulas. Ability to conduct / lead collaborative discussions with stakeholders and workgroup leaders to identify upcoming changes and challenges in the business and recommend appropriate counter actions. Must Haves: Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends. Maintain staffing and headcount records and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office). Create custom reporting which aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting. Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness. Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership. Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts. Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes. Preferred/ Nice-to-haves: Bachelor's degree from an accredited institution. Hands-on experience with Business Intelligence databases (i.e., SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources. Experience forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance provider. Experience with Workforce Database tools (i.e., Total View/IEX, Verint, Aspect). Experience with Automatic Call Distributor/Interactive Voice Response call routing and Avaya/Genesys/NICE CXOne Call Dashboards phone reporting. Comprehensive understanding of current industry Workforce Management processes and best practices related to all aspects of Workforce Management deliverables. About US Tech Solutions: US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit .

Keywords: US Tech Solutions, Chandler , Workforce Management Forecast Analyst, Executive , Chandler, Arizona