Talascend is currently seeking a Call Center Workforc Auditor with a leading automotive manufacturer located in Warren, MI.
OVERVIEW:
Call Center Data – looking at call center data in relation to call center volume and case handle time
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
- Preferred knowledge of - Minitab, Clarabridge, SQL, PowerBI
- Reporting/Forecasting/Analytics experience
- Workforce Strategies/Previous Call Center experience
- MS Excel/Power BI/Nice Lex
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.
