Forecast Analyst jobs in Atlanta, GA

In this role, you will be responsible for performing key analysis related to all contact centers. You will ensures the center performance is maintained at a consistently superior level as outlined by internal service level agreements and external vendor contracts. Analysis includes forecasting of all call type volumes, forecasting staffing needs, ensuring billing is compliant with contractual guidelines, and reviewing KPI reporting prepared by the centers.

What You'll Do

• Monitors real-time queue and adherence to ensure service level and response time objectives are met at both site and global levels serving as the POC for communications between all locations. Evaluate peaks in customer interaction volume to troubleshoot and respond to fluctuations

• Performs analysis related to daily and intraday volume arrival analysis, assisting in the review of staffing needs, scheduling staff to when volume requirements demand to ensure compliance with all service level goals.

• Monitors inbound call traffic and ensures efficient distribution based on staff availability.

• Manage and assist with incident management for outages resulting from platform or IT failures.

• Develop, Maintain, and revise intraday forecasts derived from understood related business drivers as well as real time queue traffic.

• Develop and maintain special events/season events that impacted real time forecast for future capacity planning

• Creates and Maintains schedule database in the WFM Module software to track availability of associates and will update schedules with exceptions to agent schedules to ensure compliance of adherence KPI metric .

• Uses workforce scheduling applications to track, schedule, and monitor call volume and trends; identifies agents outside acceptable thresholds and communicates discrepancies to the appropriate manager/supervisor.

• Monitors productivity metrics and schedules to ensure adequate staffing at both site and global operations in coordination with training, meetings, breaks/meals, and time-off as needed.

• Prepares and communicates daily and weekly schedules based on established call volume forecasts and available staffing; coordinates associate schedule change requests and scheduling of time-off.

• Collaborate with service and support leadership, presenting staffing adjustment recommendations grounded in data analysis to support contact center staffing decisions.

• Gather and analyze historical data, trends, and other relevant information to identify patterns and areas for improvement, and opportunities to enhance efficiency.

• Prepare regular reports (Daily, Weekly, and Monthly) on forecast accuracy, demand trends, and related planning and scheduling metrics.

• Propose and implement process improvements to enhance planning and real time practices and achieve better operational outcomes for our Operation partners.

What experience you need

• Bachelor’s degree preferred (B.A. or B.S.) and/or 2 - 4 years related experience or equivalent combination experience

• Advanced computer skills particularly the MS Excel and GSuite tools

• Ability to work hybrid schedule and rotational weekend hours.

• Third Party / Vendor management operations experience strongly preferred

• Technical requirements preferred: Experience with ACDs, workforce planning, CRM platform, Quality monitoring and recording systems

What could set you apart

• Prior experience using and working in a WFM environment (NICE, Genesys, etc)

• Service Industry experience strongly preferred