Posted On: 11-17-2015
Position Title: Workforce Planning Analyst, Forecasting & Planning
Job Location: Kennesaw, GA
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Job Title: Workforce Planning Analyst, Forecasting & Planning Job Family: CMD, Operations
Department/Group: CMD, Operations Job ID: TBD
Location/Area: Kennesaw, GA FLSA Status:
Level: Position Type: Full Time
WC Code: TBD Reports To: Workforce Planning Manager
Minimum Experience: 2+
Related Job Titles: Workforce Analyst, Forecasting and Planning
Overview of Role/Job Purpose:The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. This position will act as a support tool for the leaders of Customer Service Delivery and other Profit Center Leadership, assisting with and providing guidance on performance impact analysis and operational planning. In addition, budget preparation/input and reporting assignments are an expectation of this position.


This position reports to the Workforce Planning Manager and will be based in our Kennesaw, GA office.

Job Description
Duties:·         Create long term budget forecast, mid-range, short term and intraday forecasting

  • Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing operational efficiencies
  • Validate confidence of established influences/drivers (factors determining forecasts) Leverage advanced statistical methodologies (correlation, regression, etc.)
  • Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making
  • Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes
  • Provide analysis and recommendations to improve staffing levels and efficiency

·         Researches and analyzes diversified data to draw valid conclusions.   Evaluates and implements new methods and techniques for operational improvement

·         Leads projects that will enable their division to continually improve processes by identifying, sharing, implementing the best practices within and across sites. Act as team leader of various projects and participates on teams implementing new improvement processes

·         Analyzes data using web tools and other Company software and prepares recommendations and reports to drive high-impact process improvement efforts

·         Articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness

  • Study department work, vacation and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes

·         Consistent exercise of independent judgment and discretion in matters of significance.

·         Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary

·         Other duties and responsibilities as assigned

·         Responsible for call volume monitoring and forecast adjusting by day by interval

·         Works with site leaders to ensure adequate staff, contingency plans and workflow monitoring

·         Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices

·         Interface with call center leaders to understand the fast changing business needs and make updates where necessary

·         Stay current on internal policies and procedures

·         Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests

·         Update workforce management and other data bases as changes occur

·         Works with the Workforce Manager along with operations for forecast sign of

  • Respond to management requests to produce “what if” scenarios


  • Minimum two years’ experience forecasting in a call center environment required
  • Minimum three years of experience in advanced trend analysis and ability interpret data to provide recommendations to drive key business decisions
  • 4+ years of Workforce Management experience in a call center environment is required; i.e. real-time analysis, scheduling, staffing optimization, etc
  • 2+ year of experience utilizing IEX TotalView, EWFM, or Blue Pumpkin; i.e. forecasting call volume, scheduling, etc.
  • Forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance strongly preferred
  • Ability to create and manipulate data modeling and relational database structures for Workforce Management forecasting
  • Ability to work with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos) and pull data from various sources
  • Strong analysis skills, understanding complex formulas, data transformations, and record keys from multiple sources
  • Requires resolving problems related to unexpected statistical anomalies and changing service level objectives by interpreting established methods and referring to past situations.
  • Responds to customers’ needs by producing reports and resource plans with factual information and based on specified requirements
  • Contacts with others in the company are required to explain, clarify and discuss the results of monitoring and performance feedback. Requires dealing tactfully in difficult situations and exchanging complex information to ensure an understanding of the issues.
  • Recommendations on resource plans and action plans improve the delivery of the company’s services to the customer.
  • Involves a similar level of concentrated, intense levels of mental and sensory attention to monitor the operations and to produce reports and resource plans.
  • Strong working knowledge of Microsoft Office applications preferred
  • Ability to create and manipulate spreadsheets with advanced formula application and database software (Advanced Excel and Access) experience required
  • Excellent verbal communication and interpersonal skills. Good written communication skills
  • Self-starter and independent. Team oriented and results driven
  • Ability to interface with all levels of management
  • Demonstrated complex problems solving skills
  • Strong organizational skills and attention to detail

Track and Forecast:

  • Create long term, interim (intra-day) and short term forecasts derived from understood business drivers
  • Maintain and analyze records of actual volumes compared to forecast
  • Maintain staffing and headcount records and develop hiring plans for long/ short range planning
  • Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization
  • Accurately track actual Customer Service Center output at the process and activity level as needed for productivity analysis and resource forecasting
  • Prepare daily reports and facilitate planning calls
  • Prepare monthly rolling plans for client meetings, facilitate meetings
Reviewed By: Chris Barta & Jessica Harris Date: 11-16-2015
Approved By: Date:
Last Updated By: 11-16-2015 Date/Time:
Created by: Charlie Harris Version Control: 0.2