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Workforce Management Analyst - Short Term Forecaster

Posted 12 days agoViewed

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💎 Seniority level: Middle, 3+ years in a contact center environment, 2+ years in a Workforce Management specialty role

🔍 Industry: Financial Services

🏢 Company: Beyond Finance👥 1001-5000💰 $635,000,000 Debt Financing over 1 year agoCryptocurrencyBlockchainFinancial ServicesFinTech

⏳ Experience: 3+ years in a contact center environment, 2+ years in a Workforce Management specialty role

Requirements:
  • 3+ years in a contact center environment.
  • 2+ years in a Workforce Management specialty role, preferably with experience in Community WFM or alternatives like Calabrio, Aspect eWFM, NICE IEX, impact360.
  • Proficient in Microsoft Excel, including charts, data manipulation, and pivot tables.
  • Ability to organize work proactively with minimal oversight.
  • Effective communication skills, providing clear and concise explanations.
  • Strong problem-solving skills with foresight for future issues.
  • Proven decision-making and consultative analysis skills.
Responsibilities:
  • Generate rolling two-week short-term demand forecast for multiple workstreams.
  • Load and update forecasts into WFM system.
  • Generate staffing requirements based on forecast projections.
  • Analyze and collect historical trend data to determine future performance for forecasting assumptions.
  • Assist long-term forecasting with the maintenance of historical data patterns.
  • Prepare and build reports to present staffing demand and forecast accuracy measures.
  • Engage scheduling and real-time management teams for staffing visibility.
  • Document standard workflows and best practices.
  • Build, maintain, and automate reporting for leadership.
Apply

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