Job Listing: Regional Forecast Analyst

Schedule: Monday - Friday 8:00am-5:00pm
Reporting to the Regional Capacity Planning Manager, the Regional Forecast Analyst is responsible for preparing accurate and timely variable forecasts in a high volume contact center. This individual is also responsible for accurately matching staffing to workload arrival patterns, planning schedules, maintaining accurate staffing data, assisting with long-range staffing plans and handling multiple tasks aimed at meeting/exceeding ongoing service level and occupancy objectives. The responsibilities of this analyst are focused on improving the customer experience and maximizing operational efficiencies.
Forecasting
 Handles Volume, AHT and OPA forecasting.
 Populate forecast and staff group scenarios.
 Populates Staffing Tolerances.
 Maintains Historical Patterns including Monthly Updates, Daily NCO, Daily AHT and Shrinkage.
 Creates/maintains Special NCO and Special AHT patterns.
 Populates special operating hours.
 Maintains Accuracy Trackers
 Posts Overtime for regional staff groups.
 Identifies areas of opportunity for off phone activity and training.
 Conducts “what if” analyses to forecast the expected impacts of IVR changes, organizational changes, etc.
 Participates in meetings/calls to gather information to improve forecasting ability, i.e Digital calls, RCL calls, Fall Rush calls and Product Management Forum.

Scheduling/ OPA
 Maintains employee Master files in Trial Schedule Editor
 Makes schedules official 7 months in advance.
 Processes employee terminations, leave segments, transfers and schedule changes.
 Makes team meeting changes and corresponding break adjustments in Trial Schedule Editor and in Official Schedules.
 Evaluates employee Emergency/Hardship requests based on business need.
 Creates Shift and Master templates and populate Scheduling Scenarios for use during the Schedule Run process.
 Performs Schedule Runs in eWFM to determine scheduling needs for upcoming new hire cycles.
 Offers Internal Schedule Postings to the floor based on Staffing and Training Report.
 Determines in region and internal schedule changes approvals and process accordingly.
 Processes Netstaffs to show staff groups overall match of staffing to call arrival. Evaluate holiday staffing forecasts.
 Evaluates holiday staffing to guide vacation approvals.
 Collaborates with Divisional Resource Planning team on Division strategies for training initiatives as well as team meetings
 Contributes Regional information to Division Collision Calendar
 Enters regional monthly OPA data into Divisional template resulting in Divisional OPA rollup
 Enters OPA and AHT drivers into Division template to be used for Care Operations Monthly Review
 Owns all segment entry related to all OPA for regional staff groups

Headcount Planning
 Handles move planning and facilities requests.
 Maintains Headcount tracking.
 Maintains Attrition reporting.
eWFM/eSP Setup and Administration
 Edits Regional contact and agent data groups; forecast and staff groups; routing sets as needed based on regional IVR changes.
 Builds new employee profiles in Access Manager for eSP.
 Builds new hire employee and leader profiles in eWFM.
 Other duties as assigned.