Management Consultant, Forecasting and Scheduling Analyst

Management Consultant, Forecasting and Scheduling Analyst

Summary:

Our consultancy is looking for highly motivated and talented individuals. We are looking for peak performers who have a passion for business, a joy in solving problems and a work ethic that doesn't rest until the job is done.

Our client, a federal government agency, includes a contact center operation where the Workforce Management (WFM) program is responsible for ensuring that calls and other customer service interactions are handled by customer service representatives (CSRs) in a manner that increases productivity of the employees and enhances service levels for the organization.

Accordingly, the forecasting and scheduling analyst is responsible for developing and adhering to a set of policies and procedures to support the disciplines of capacity planning, long-term forecasting, short-term forecasting and scheduling. Areas of focus include maintaining long-term forecasts 6-12 months into the future, maintaining capacity plans that incorporate all appropriate variables (volume, AHT, shrink, etc.) and maintaining the short-term forecast utilizing the center’s WFM software and well-established best practices. The forecasting and scheduling analyst is responsible for creating/publishing weekly schedules, schedule adjustments, trend analysis and continuous improvement efforts designed to ensure the contact center achieves service levels and key performance indicators (KPIs) consistently. Daily, weekly and ad hoc report generation, developing a WFM playbook, strong communication and relationship building are key aspects of this role. In addition, the forecasting and scheduling analyst will display the operational, procedural and data analysis skills to achieve service level objectives and improve efficiencies and deliver a world-class customer experience while controlling expenses.

Essential Duties and Responsibilities:

• Develop and adhere to a set of policies and procedures to support the disciplines of capacity planning, long-term forecasting, short-term forecasting and scheduling (i.e., create a WFM playbook). Train other WFM analysts and supervisors on the disciplines of capacity planning, forecasting and scheduling as documented in the playbook.
• Provide strategic analysis and interpretation of call center results as they affect the financial performance and staffing of the contact center.
• Develop long-term and short-term forecasts for volume and AHT. Track and trend forecast projections to measure variance and communicate results to leadership through weekly reviews. Monitor and respond to forecast intake forms as appropriate.
• Refine long-term and short-term forecasts. Reforecast intraday as appropriate.
• Incorporate the long-term forecast for volume and AHT into a capacity planning tool to project staffing needs by week, by queue for the next 6 months. Incorporate shrinkage. Maintain shrinkage report to support assumptions. Review capacity plan bi-weekly with center leaders, coordinating critical inputs such as marketing events, planned volume changes, attrition, new-hires and other variables that could impact staffing.
• Maintain and analyze records of actual volumes and AHT compared to forecast and recommend changes to enhance productivity and customer satisfaction. Develop a set of metrics and reports to track forecast accuracy for the long term and short term. Utilize appropriate forecast accuracy methods such as MAPE and IAP.
• Maintain staffing and FTE records, analyze attrition and occupancy to support the development of hiring plans.
• Perform “What If” scenarios to assess volume, AHT or other KPI impacts on staffing and service.
• Develop a set of schedules that balance the equation: hours required = hours available. Work with WFM colleagues and center leaders to ensure staffing, shifts and schedules are in alignment with forecasts and service level expectations.
• Generate and optimize weekly schedules (including for new hires and holidays). Manage schedule change requests and update schedules per guidelines. Work with center leaders to ensure good business decisions are made regarding scheduling.
• Analyze schedule efficiency and suggest schedule realignments.
• Maintain rules for automating time off allotments and approvals.
• Conduct biannual shift bids and annual time off bids as appropriate.
• Perform other duties assigned by management relevant to the contact center demands and operational goals.
• Serve as an internal expert on contact center KPIs. Provide analytical support for special projects.
• Recommend, organize, develop and help implement process improvements using experience and facts to support.
• Participate in the delivery of WFM process optimization and the implementation of WFM best practices.
• Lead/facilitate meetings with client to ensure an understanding of contact center operations, organizational culture, project objectives and success criteria.
• Create presentations, reports and other deliverables for clients related to contact center assessment findings, strategy and recommendations.
• Provide thought-leadership related to maturing client’s WFM disciplines.
• Evaluate tradeoffs to determine the impact of staffing on service, productivity and costs.

Education, Experience, and Skills:

• Minimum of 5 years inbound contact center experience.
• Minimum of 3 years in forecasting and scheduling role supporting a contact center.
• Experience with one of the following WFM packages is preferred: Nice, Calabrio, Verint or Aspect.
• Experience with one of the following telephony platforms is preferred: Nice InContact, Cisco, Genesys or Avaya.
• Must be proficient in MS Excel and have a solid background in all MS Office products.
• Strong analytical and problem-solving skills. Experience analyzing, interpreting and summarizing complex data as it relates to contact center technologies and processes.
• Proven communication across all levels including CSRs, peers, management and senior management.
• Bachelor’s degree required.
• Flexibility – adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, multi-tasking and easily adapting to changes with minimal notice.
• Excellent written, verbal and interpersonal skills.

Job Type: Full-time, Remote

The position is full time and will include a base salary, plus commission, and full benefits, including health, dental, vision, life, disability, vacation, and 401(k) with company match.