Posted On: 5-25-2016
Position Title: WFM Forecasting Analyst
Job Location:
Libertyville, Illinois
To apply, visit:

Qualifications (Skills, Experiences & Education)

Minimum years of experience needed:

  • 4-6 years working in a Contact Center environment (@ minimum 100+ seat contact center)
  • 2-3 years of Workforce Management experience using WFM software with a preference of Aspect WFM
  • 1-3 years of Contact Center Operations Supervisory or Leadership experience, preferably with work experience in multiple departments
  • 2-3 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc.)
    • 2-3 years of Excel experience with intermediate knowledge of formula definitions
  • Must have strong mathematical and statistical skillset to maintain accurate data reporting and analysis
  • Intermediate knowledge of PowerPoint
  • Intermediate knowledge of ACD/Call Routing
  • Problem Solving, Analytical and Conceptual thinking – using logic and reason, creative and strategic
  • Strong organizational skills and high attention to detail to meet deadlines in an environment of constantly changing priorities.
  • Excellent Communication skills – interpersonal, presentation and written
  • Flexibility and adaptability to changing priorities
  • Resource Management – understanding of staffing requirements and capacity planning
  • Project Management – Strong Initiative, Influencing and Negotiation skills


  • Bachelor’s Degree, preferably in Business area, Math, Finance, or Economics

Work Flexibility

  • 5 – 10% travel
  • Work flexibility needed to meet forecasting deadlines as necessary

Role Summary:

Under the direct guidance of the Workforce Management Manager, this position will collectively take ownership for the Forecasting and Intra-day performance of the VW Credit, Inc. Service Centers.  Using Aspect WFM (Workforce Management), Aspect RTA (Real Time Adherence) and Genesys CC Pulse Reporting tools, the Forecasting Analyst will develop and maintain Annual and Monthly Budget Workload Forecast, Staff and Capacity Plans, Schedule Hours Forecast, and Production Forecast for the service center departments in order to ensure we meet long-term (annual & monthly), short-term (weekly & daily) and intra-day (½ hour interval) service center goals and KPI guidelines. This position will be responsible to develop and maintain call forecast models used to predict call volumes, average handle time and staffing requirements for several queues for multiple departments within the service centers.

As a member of the WFM team, the Forecasting Analyst will be responsible for providing regular and extensive forecasting analyses to provide optimal staffing recommendations to achieve service levels. This position also requires detailed, accurate, and timely completion of existing management information reports.  Additionally, the Forecast Analyst will assist the WFM Manager on system and process projects and implementations.  The Forecasting Analyst will be responsible to complete initial and ongoing training to enable users to successfully utilize WFM & RTA tools.  The Forecast Analyst will be a software Administrator to ensure proper use of WFM and troubleshoot system outage.

The position must establish and maintain strong relationships that will allow an effective working relationship with all levels of employees & management from multiple departments and multiple sites.

Role Responsibilities:

Main responsibility – Forecasting Responsibilities: 75% – 80%

  • Maintain staff & capacity plans for multiple departments
  • Provide inbound and outbound forecasting and staffing requirements for long term, short term and interval levels for multiple departments
  • Maintain inbound and outbound historical data within Aspect WFM system
  • Capture, store and report on historical statistics
  • Provide various call data analyses, review results and identify trends to provide staff recommendations
  • Provide and maintain Intra-day Performance reports
  • Ensure data integrity within WFM system
  • Provide various WFM Presentations such as New Hire Presentation and Department Quarterly Reviews
  • Provide various weekly and monthly WFM reports

Additional responsibilities – 20% – 25%

  • Assist WFM Manager with system and process projects as needed
  • Assist/backup WFM Team members when necessary
  • Train Users for successful utilization of the WFM/RTA system
  • Deliver technical assistance to employees by troubleshooting system issues and providing ongoing maintenance updates.
  • Maintain and document Workforce Management Standard Operating Procedures
  • Other duties as assigned

To apply, visit:

Select VW Credit, Inc.

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