Posted On: 9-4-2015
Position Title: Workforce Management  – Forecasting Analyst II
Job Location: Atlanta, GA
Contact:      678-645-7217

Specializing in the Future Planning component, the incumbent will be responsible for providing call volume projections, average handle time, staffing requirements, and manpower schedules utilizing electronic workforce management software, real-time adherence software, and other applications. Responsible for scheduling the number of customer care employees needed on each shift based on call volume reporting and projections.

Department/Organization Scope & Impact – Fully competent and productive professional contributor, working independently on larger, moderately complex projects/assignments that have direct impact on department and area results

Problem Complexity – Performs full range of standard professional level work that typically requires processing and interpreting, Identifies problems and possible solutions and takes appropriate action to resolve more complex, less clearly-defined issues. Demonstrates skill in data analysis techniques by resolving missing/incomplete information or inconsistencies/anomalies in more complex research/data

Autonomy – Nature of work requires increasing independence; receives guidance only on unusual complex problems or issues; Work review typically involves periodic review of output by supervisor and/or direct ‘customers’ of the process

Knowledge – Possesses and applies a broad knowledge of principles, practices, and procedures of particular field of specialization to the completion of moderately complex assignments. Solid knowledge of organization’s technologies and practices

Influence/People Leadership – May provide general guidance/direction or train junior level support and professional personnel


Typically requires BS/BA or Associates degree in related discipline; generally, 2-5 years of experience in related field; highly proficient in Excel; certification is required in some areas OR MS/MA and generally 2-4 years of experience in related field. Certification is required in some areas