Leverages intermediate business/analytical knowledge to participate in discussions with internal teams to understand, collaborate and influence solution strategies of business objectives
Reviews simple and complex data for emerging trends and supports implementation of emerging trends into forecasts and tactical or strategic recommendations
Applies innovative and quantitative analytical approaches, translates recommendations to business partners, provides reliable, consistent forecast/plan data and prepares written documentation and summaries on findings for review
Research industry best practices
Applies intermediate knowledge and thought leadership of various forecasting methodologies, systems, and tools to produce forecasts and tactical or strategic business recommendations to promote contact center health
Develops forecasting white papers for review
Documents assumptions, methodology, validation and testing in a manner that ensures replication of work for effective peer reviews and supports Governance, Risk and/or process work
Provides consultative guidance and effectively partners and influences appropriate business leaders and/or their representatives to integrate operational initiatives into the overall forecast/plan
Succinctly delivers analysis/findings in a manner that conveys understanding, influences business leaders, garners support for recommendations, drives business decisions, and influences business strategy
Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Requirements
Bachelor's degree in Economics, Finance, Statistics, Mathematics or related discipline; OR 4 years of related experience in statistics, mathematics, forecasting or planning or related experience
4 years’ experience forecasting and/or planning to include utilization of data analysis tools in support of market, workforce and/or contact center operations; OR, if Advanced degree, 2 or more years’ experience forecasting and/or planning to include expert utilization of data analysis tools in support of market, workforce and/or contact center operations to include utilization of data analysis tools in support of market, workforce and/or contact center operations
Workforce tools such as NICE, Aspect, CISCO, and/or Decision and data to include contact center data as an example as volume, AHT, shrinkage, service level and abandons
Experience applying innovative and quantitative analytical approaches to translate data into business insights for forecasting/planning
Strong written and verbal communication skills to document and succinctly deliver findings/results in a way that helps drive Business’ decisions
Benefits
comprehensive medical, dental and vision plans
401(k)
pension
life insurance
parental benefits
adoption assistance
paid time off program with paid holidays plus 16 paid volunteer hours