Posted On: 11-18-2014
Position Title: Short Range Analyst IV (Forecasting): 915231
Job Location: Framingham, MA; Florence, KY; Aurora, CO; Rochester, NY; Lincolnshire, IL; Brooklyn Park, MN; Halifax, NS; Regina, SK
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Sr. Analyst – Forecasting is responsible for organizing, normalizing and analyzing historical data along with available business intelligence to produce a forecast of future daily workload.  Specifically, responsible for long-range, intermediate, and near-term forecasts of work units and handle time for various work types, including calls, email, chat, and offline contacts across numerous contact types and lines of business.• Collect and analyze historical contact volume and AHT data to ensure emerging trends are captured, identify and normalize outliers.
• Using historical data along with available business intelligence, forecast daily, weekly, and period level contact volume and AHT.
• Generate accurate long-range (6-18 months), intermediate range (3-6 months), and near-term (daily, 13 weeks) projections.
• Regularly review forecasting models, methodologies, projections, and rationale with key business leaders within the operation.
• Present forecast results in a clear, concise and useful way.
• Create complex, event driven, easy-to-use scenarios models.
• Identify areas of opportunity to improve overall accuracy and productivity through automation, process improvement, and by researching alternative forecasting methods (Sales, CPO, etc.).
• Assist business partners with the analysis and interpretations of WFM forecasting data and make recommendations for changes to optimize productivity.
• Partner with Customer Service support teams to support process improvement initiatives.
• Identify and communicate specific and effective opportunities to improve planning processes.
• Identify and implement optimal and reliable work structures and processes to effectively accomplish goals.
• Partner with Customer Service support teams, Marketing, and Finance to support initiatives related to forecast accuracy, root-cause analysis, or financial reconciliation.
• Partner with internal customers (Contact Center VP, Director, CCM, ACCM) on short/long-term forecasting decisions.
• Assist internal customers with the analysis and interpretation of contact center data and metrics and make recommendations for process or productivity improvements.
• Responsible for creating the annual workload (contacts + AHT) forecast that supports the labor budget process; partner with operations to review long-term projections in order to ensure alignment.
• Provide recommendations and guidance to support NAD Customer Service staffing strategy as it relates to growth or changes in the business.
Performance measured by:

• Contact volume – daily forecast accuracy.
• AHT – daily forecast accuracy.
• Service Level performance.
• Internal Customer satisfaction (WFM Survey).


 Education/ Experience:
• High School Diploma.
• Statistics Degree or equivalent statistical analysis work experience required.
• 3 years in Workforce Management, with at least 2 years of experience in Forecasting or Planning required.
• Proficient in the use of MS Excel required.
• Proven analytical and problem-solving expertise, with the ability to organize and interpret large amounts of complex, sometimes ambiguous data and/or business intelligence required.
• Working knowledge of Aspect eWFM, or similar Workforce Management tool (IEX, Blue Pumpkin) required.
• Keen attention to detail and accuracy required.
• Ability to communicate clearly and concisely with others, including the presentation of large amounts of data in a meaningful, actionable way required.

• 5 years in Contact Center Analytics considered in lieu of WFM experience preferred.
• Ability to normalize historical data preferred.
• Ability to utilize various mathematical models to analyze historical trends in order to create forecasts of future activity preferred.
• Ability to collect, properly weigh and utilize available business intelligence preferred.
• Ability to create new models from scratch and to present scenario-driven data models preferred.
• Ability to listen attentively, communicate effectively, and socialize analysis with business owners preferred.
• Strong commitment to providing an exceptional customer experience, with a high level of dedication, enthusiasm, self-motivation, and persuasive ability in a team and cross-functional environment preferred.
• Capable of managing multiple priorities and competing demands calmly and effectively to complete work within specified time frames and quality parameters preferred.
• Experience with MicroStrategy reporting a plus preferred.


: Customer Service/Contact Centers


: CA-SK-Regina

Other Locations

: CA-NS-Halifax, CA-ON-Mississauga


: Full-time

Employment Statement
Staples is an Equal Opportunity Employer who values the diversity of our people, products, and services.