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Workforce Management Analyst III
iQor
Remote, IND
Full-time
Mid
Remote
Discovered Today
Free
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The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts as well as providing leadership with risk mitigation plans. This position will act as a support for leadership, assisting with and providing guidance on performance impact analysis and operational planning.
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Job Summary
The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts as well as providing leadership with risk mitigation plans. This position will act as a support for leadership, assisting with and providing guidance on performance impact analysis and operational planning.
Responsibilities
- Monthly, weekly, daily and half or hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
- Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies.
- Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making.
- Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites.
- Act as team leader of various projects and participates on teams implementing new improvement processes.
- Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
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