Capacity/Forecasting Analyst – Salt Lake City, UT

CLEARLINK is the leading provider of content marketing and sales conversion services for top consumer brands, including DISH Network, Qwest, AT&T, Verizon, and Home Security among others.

As a Workforce Management Forecasting Analyst this individual will be responsible for continuous updating and analysis of staffing models to ensure maintenance and completion of corporate service level goals.  Track and provide reports on sales executives’ recruitment, training/post training attrition, absenteeism, time off phone, vacation usage and adjusting models and hiring plans accordingly.  The final output product from these reports are the long and short term forecasting models.  Serve as point of communication to the Scheduling Analysts, updating vacation and time off phone allocations.  Work with Operations team ensuring information is shared and updated in a timely manner.  This person is expected to analyze data collected and provide course of action recommendations.  These recommendations and decisions are imperative to the company’s ability to meet service and revenue objectives.

ANALYSIS

• Analyze staff models built to understand assumptions used to determine mid and long-term staff plans
• Track and provide reports on vacation counselor recruitment, pre/post new hire transition attrition, absenteeism, time off phone and various model adjustments/new hire plans
• Provide monthly forecast and variance analysis for headcount, overtime and operating assumptions to support business decisions
• Apply mathematics and mathematical models to forecast call volume with the lowest possible variance
• Evaluates staffing trends and makes proactive recommendations to improve Service Level and call-handling capacity of shifts, brands, and the overall operation.
• Identify/Uncover potential opportunities of improved efficiency that includes schedules and operations hours
• Understand each of the key metrics, including expected occupancy, service levels, handle time, abandon rate, and ASA, the method of measurement and the impact to the overall operation
• Determine the optimum intraday distribution of call volume and Handle time to ensure predictive staffing accuracy

COMMUNICATION

• Leader and motivator who possess the ability to bring competing interests to best serve internal and external customers;
• Must be able to partner well with others to implement effective staffing strategies and day to day practices;
• Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis;
• Must be able to work in a fast paced environment handling multiple activities simultaneously;  excellent prioritizing, planning, and organization skills;
• Must be self-guided; able to work independently and as a team member;
• Ability to easily communicate with agents and all levels of management;
• Strong relationship building skills.
• Exceptional follow-up and interpersonal skills are essential;
• Highly organized with the ability to prioritize in a rapidly changing environment;
• Ability to maintain a high degree of confidentiality;

PROCESS IMPROVEMENT

• Support all process improvement initiatives as necessary
• Establish and maintain documented WFM processes and procedures look for ways to improve and/or enhance efficiencies

PERSONAL DEVELOPMENT

• Provide back-up responsibilities due to business travel or vacation.
• Embrace personal development through the Individual Development Plan (IDP) process and focus on personal strengths