Talascend is currently seeking a Call Center Workforce Forecaster for a contract opportunity with our client in Warren, Michigan.
Overview
This role involves forecasting contact volumes, handle times, staff requirements, and other production metrics, while reporting on actual versus forecasted volumes. The position requires collaboration with internal customers and data suppliers to improve forecasting accuracy and performance.
Responsibilities
- Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group and report on actual vs. forecasted volumes.
- Create, modify, and maintain forecast models that accurately predict contact center impacts given changes in various operating assumptions.
- Collaborate with various internal customers on impact analysis for proposed contact center changes.
- Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided.
- Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies.
- Perform various analyses, formulate conclusions, and present conclusions to management.
- Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities.
- Work with business to develop short-term and long-term financial forecasts and budgets.
- Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results.
- Provide variance analysis on forecast performance.
- Develop and maintain reporting tools that help analyze forecasting trends.
Qualifications
- Bachelors/Associates highly preferred but not a requirement – relevant experience is also accepted
- 2+ years of non-accounting forecasting/reporting experience
Requirements
- Preferred knowledge of Minitab, Clarabridge, SQL, PowerBI
- Reporting/Forecasting/Analytics
- Workforce strategies/Previous call center experience
- MS Excel/Power BI
Shift
M-F 1st Shift, remote possibility, need to be local to SE Michigan – expected to be at Warren Tech Center Tues-Thurs.
We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of this position will be contacted. The details of the position are only a summary; other duties may be assigned as necessary. Background check and drug screen may be required for this position.
If you are interested in other positions with Talascend, please visit our website at www.talascend.com.
Talascend is proud to be an Equal Opportunity Employer M/F/Disability/Veteran.
