Posted On: 3-24-2014
Position Title : Forecasting Analyst III
Job Location: Atlanta, Georgia
Company: Cox Communications
Requisition Number: 46657

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Role Summary 

Forecasting Analysts support Customer Care, Sales, Retention or Collections. As an analyst, individuals will be responsible for call center forecasting support for a specific line of business.  Key activities include the creation of monthly, daily and interval forecasts and generating required headcount.  Forecasts analysts are accountable for maintaining an acceptable level of forecast accuracy.

Primary Responsibilities and Essential Functions

  1. Create accurate contact center forecasts (30-minute interval to monthly) to operations team and internal partners

i.      Maintain Workforce Management system (Aspect eWFM) with accurate call history and arrival patterns

ii.      Create and maintain external models with updated call volume, Average Handle Time, Shrinkage and other drivers

  1. Provide an accurate “locked” forecast and preview for vendor partners; analyze partner performance compared to plan
  2. Conduct regular trend analysis for enterprise & tie to specific  LOB (line of business)
  3. Establish and maintain site specific hire plans for each LOB supported
  4. Maintain accurate headcount numbers
  5. Proactively make recommendations on staffing to maximize KPI’s
  6. Identify and resolve potential risk to attainment of Key Performance Indicators; escalate unresolved risks.
  7. Analyze and define impact of upcoming initiatives & incorporate into planning models (Products, Marketing, etc)
  8. Partner with scheduling and intraday teams to ensure end-to-end planning and execution is aligned

10. Participate in annual budget creations and regular refresh of budget assumptions

11. Identify & implement  process improvement opportunities

12. Create and publish regular and adhoc reports

13. Facilitate regular meeting with LOB partners; drive issues to resolution

14. Facilitate adhoc meetings with boundary partners

15. Represent WFM leaders as cross-functional meetings

16. Present analytical data to senior management team

17. May train others on some key tasks within the organization

18. May act as an internal escalation point for troubleshooting WFM tools, models, data collection or analysis

19. Maintain documentation on processes and procedures.

Skills & Qualifications:


  • 5 or more years of experience forecasting and scheduling with Workforce Management software required
    • 3 of more years of experience if candidate possesses a related advanced degree
    • Aspect eWFM experience preferred
      • Proven experience presenting & consulting with operational leadership required
      • Proven aptitude for math and analytics required
      • Strong Microsoft Office skills (Excel, Word, Power Point) required
      • Strong relationship management skills are required
      • Full understanding enterprise business drivers, including call handling procedures and call routing, and the enterprise linkage to specific LOB’s
      • Expert Microsoft Excel skills including use of advanced macros
      • Expert knowledge of eWFM forecast groups, settings, calculations and data feeds
      • Advanced math aptitude and skills, including standard deviation, regression analysis, and various erlang calculations


  • BS/BA degree in related discipline (Business, Finance or Mathematics) strongly desired
  • Experience in telecommunications industry desired.

Other Notes:

  • Remote locations not considered; relocation required
  • Relocation assistance available