Posted On: 8-25-2014
Position Title: Workforce Management Forecast Analyst
Job Location: Tampa, FL
Contact: Kristin Reynolds – 813.289.1000 x7004551 kbealer@healthplan.com

JOB DESCRIPTION

Job Title:

Workforce Management Forecast Analyst

Location

Tampa, FL

Reports To:

Manager, Workforce Management

Date Created:

Employment Status:

Salaried/Exempt

Date Updated:

Department:

Enrollment Services

Salary Range:
Position Description:
The Forecast Analyst in Workforce Management is responsible for providing short, medium and long term call volume, average handle time and staff requirement forecasting within the contact center, and the timely production and analysis of management reports to support the operation for all inbound call types.  The Forecast Analyst will ensure strategic goals are met through forecast modeling, collaborative planning and effective communication while aligning the forecast with strategic goals.
Position Responsibilities:
  • Monthly, weekly, daily and half-hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
  • Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
  • Appropriately forecast and account for growth due to seasonal variations and special events. Maintains events calendar (site wide meetings, huddles, outbound call campaigns, marketing email “blasts”, etc) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
  • Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
  • Formulate recommendations based upon analysis, data and input from users and departmental management.
  • Partner with other teams to understand the key drivers of volume and incorporate into forecasting and planning.
  • Leads in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
  • Identifies and researches service level risks for problem resolution and management notification.
  • Maintains an accurate events log detailing the reason for variance to forecast for all operational metrics.
  • Coordination with vendor workforce management to balance call volumes and staffing needs.
  • Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports.
  • Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
  • Other duties as assigned.
Skill Requirements and Preferences:
  • Ability and willingness to work‚ as necessary‚ after hours and weekends.
  • Demonstrated knowledge and experience in Workforce Management technology required.
  • Strong Analytical and Problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.
  • Ability to prepare and present reports accurately and well within the time frame specified.
  • Strong understanding of business requirements and call center operations capabilities.
  • Strong planning, time management and organizational skills.
  • Ability to communicate effectively, both verbal and in writing.
  • Experience presenting reports, forecasts, trends and recommendations to the team and senior management.
 

Requirements:

  • Microsoft Outlook                          Beginner                     Intermediate              Advanced
  • Microsoft Word                              Beginner                     Intermediate              Advanced
  • Microsoft Excel                               Beginner                     Intermediate              Advanced
  • IEX TotalView/WFM                       Beginner                     Intermediate              Advanced

 

Physical Requirements:Sitting:             0-10%   11-80%   81- 100%

 

Standing:         0-10%   11-80%   81- 100%

Kneeling:         0-10%   11-80%   81- 100%

Walking:          0-10%   11-80%   81- 100%

Hearing:          0-10%   11-80%   81- 100%

Vision:             0-10%   11-80%   81- 100%

Lifting objects less than 15 lbs:      0-10%   11-80%   81- 100%

Lifting objects more than 15 lbs:   0-10%   11-80%   81- 100%

Driving:            0-10%   11-80%   81- 100%Educational Requirements and Experience:

  • Bachelors Degree from an accredited college or university with 3-5 years technical call center command center operations and workforce management experience required; or 5 – 7 years call center operations and work force management experience in call center environment may substitute for degree.
  • 3-5  years knowledge and experience with call center workforce management programs, such as Blue Pumpkin or IEX, required.

Job Description AcknowledgementThis job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

 

 

This job description is not necessarily an exhaustive list of the job duties and requirements associated with this job, but rather are intended to represent an accurate reflection of the current job. Furthermore, management reserves the right to add, delete, and/or modify any of the job duties or requirements at any time.

 

I acknowledge I have read and understand the above job description; and by signing the job description I understand the duties that are expected of me.

 

I am able to perform the essential functions listed in this job description                 Yes                     No

 

Employee Signature                                                                                                                            Date

 

Manager Signature                                                                                                                              Date