Forecasting Analyst

Job Description

Job Description

• 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
• 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