Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a day
Review historical metrics used to forecast daily to real-time metrics to constantly update historical data
Complete staffing analysis and plans for budgetary purposes, including but not limited to complex "what-if" scenarios related to potential new client relationships (RFPs), efficiency scenarios, Digital First initiatives, etc.
Develop relationship with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecasting
Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle. Provide daily reports on assigned campaigns that measure effectiveness of forecasting as needed.
Participate in projects as team member to obtain marketing projections for new and existing campaigns.
Relays relevant information to the WCC (Workforce Central Communications)
Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses
Assist the Command Center with allocation of call volume when necessary

5 + years of work experience, ideally in a contact call center environment
2+ years of experience in forecasting workforce management business projections
Strong experience working with SQL, Advanced Excel and creating forecast models
Bachelor’s degree or student in related fields (Data analytics, engineering, computer science, mathematics, etc.) is desired

Forecaster – Contact Centers

Key skills