Call Center Forecasting Specialist

Forecasting Specialist (CG38745)

Corona, CA, 92881

4+ Month Contract

Contract Terms: W2

Position Description:

The Senior Forecasting Specialist is responsible to ensure client/customer goals are met by analysing work volume variances to forecast and provide direction to adjust scheduling/staffing levels accordingly. Accountable for producing accurate annual, quarterly, monthly and daily volume and staffing forecasts for all lines of business. Responsible for adjusting historical intraday interval performance spikes and dips, caused by planned or unplanned events and technology outages, to generate accurate forecasts. Generates reports to use in analysis of volume forecasts and budget FTE planning for existing and new lines of business. Conduct analysis using data & information from various applications and systems, manipulating data in spreadsheets and identifying and researching anomalies and presenting results. Oversee, maintain and update the workforce management tool utilized for forecasting and scheduling. Monitors service levels and directs Real Time forecasting to meet service levels. May require Independent judgment to provide solutions. Provides advice to management on the most efficient and cost effective strategies to deliver on service level agreements. Experience in a multi-skill, multi-site call center is required. 

Major Responsibilities/Essential Functions:
1. Collect, validate and analyze call center data, to build accurate annual, quarterly, monthly and daily forecasts for staffing, call volume, email, AHT, shrinkage, attrition, etc. using valid historical patterns, drivers and events modelling, using workforce management forecasting software, other analytic tools and spreadsheets where appropriate. Forecasts to form the basis for agent schedules, vacation plans and long term strategic plans. 

2. Analyze call center performance and review actual results against company objectives, campaigns and assumptions. Provide regular feedback to Senior Leadership and chart recommendations and changes as required. Perform actual vs. forecast variance analysis. 

3. Maintain a long-term staffing model for capacity planning to determine future growth needs. Partner with Senior Leadership to determine capacity requirements and constraints across facilities. Review forecast model and staffing plans on a regular basis for data validation and address any changing operational needs or business rules. 

4. Oversee, maintain and update the workforce management tool with statistical data (ie volume distribution, call handle time distribution, shrinkages, forecasting and scheduling scenarios) to ensure accurate forecasts and administer individual access rights. 

5. Serve as the workforce management subject matter expert for other departments, internal customers and workforce management team members. Assist with training of staff on Workforce Management policies and procedures. 

Job Qualifications
Minimum Education: Bachelor's Degree 
Preferred Education: Master's Degree 

Minimum Work Experience and Qualifications:

8+ years previous experience with forecasting and analysis utilizing Aspect/eWFM, Genesys, TCS, Verint/Blue Pumpkin, IEX TotalView, or related software. Must be highly self-motivated, multi-task oriented team member with ability to manage tasks to completion within timelines. Demonstrated proficiency with Microsoft Excel and PowerPoint. Highly organized with demonstrated organizational, analytical, mathematical, communication, and trouble-shooting skills. Experience in a multi-skill, multi-site call center is required. High degree of accuracy and ability to check own work and that of others.

Travel required up to 15%. 

Preferred Work Experience and Qualifications:

10+ years previous experience with forecasting and analysis utilizing Aspect/eWFM, Genesys, TCS, Verint/Blue Pumpkin, IEX TotalView, or related software. Experience with database and or data manipulation. 

Ability to effectively interface with all levels of management. Strong problem solving skills that enable quick identification and efficient resolution of issues. Knowledge of queuing theories and workforce management, computer telephony integration (CTI), interactive voice response (IVR) units, and automatic call distribution (ACD). Experience using Mainframe or personal computers and Microsoft Office applications. Performs other related duties and assignments as required and as assigned by management. Overtime may be required based on project requirements/demands.