Work Force Management Forecast Analyst

Job Locations US-FL-Doral
ID
2019-1155
Category
Customer Service/Support
Type
Full-Time

Company Overview

 
A vibrant company culture founded on the pillars of family, gratitude, and service. A portfolio of international brands dedicated to innovation in the personal beauty industry. A diverse team of talented professionals, united in their vision of achievement and growth. Welcome to Alcora.
 
Built upon the foundation of four brands united in purpose—L’EUDINE Global, MONAT, Project Beauty and B&R Products, Inc.—Alcora is perfectly positioned to lead the beauty and wellness industries in Latin America, North America, and beyond for decades to come. With its headquarters and manufacturing facilities located in the spectacular city of Miami, Alcora boasts an energetic, exciting corporate culture and a family of passionate professionals who thrive on the pursuit of excellence.
 
Some of the employee benefits we offer in Alcora are:
*Medical, vision, and dental coverage
*Paid time Off                           
*Paid holidays
*Matching 401k                
*Free Gym Access

Job Summary

The Forecast Analyst in Workforce Management is responsible for providing short, medium and long term call volume, average handle time and staff requirement forecasting within the contact center, and the timely production and analysis of management reports to support the operation for all inbound call types.  The Forecast Analyst will be managing the RTA team and  will ensure strategic goals are met through forecast modeling, collaborative planning and effective communication while aligning the forecast with strategic goals.

Responsibilities

 

  • Monthly, weekly, daily and half-hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
  • Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
  • Oversee, develops and supervises the Real Time Analyst team.
  • Appropriately forecast and account for growth due to seasonal variations and special events. Maintains events calendar (site wide meetings, huddles, outbound call campaigns, marketing email “blasts”, etc) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
  • Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
  • Formulate recommendations based upon analysis, data and input from users and departmental management.
  • Partner with other teams to understand the key drivers of volume and incorporate into forecasting and planning.
  • Leads in the effort of building staffing strategies that support multi-site, multi-skilled contact centers.
  • Identifies and researches service level risks for problem resolution and management notification.
  • Maintains an accurate events log detailing the reason for variance to forecast for all operational metrics.
  • Coordination with vendor workforce management to balance call volumes and staffing needs.
  • Data analysis, trending, and preparation of hourly, daily and monthly call center performance reports.
  • Identifies and recommends process improvement opportunities to improve productivity, performance and customer satisfaction.
  • All other duties as assigned

Qualifications

 

  • Ability and willingness to work‚ as necessary‚ after hours and weekends.
  • Demonstrated knowledge and experience in Workforce Management technology required.
  • Strong Analytical and Problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.
  • Ability to prepare and present reports accurately and well within the time frame specified.
  • Strong understanding of business requirements and call center operations capabilities.
  • Strong planning, time management and organizational skills.
  • Ability to communicate effectively, both verbal and in writing.
  • Experience presenting reports, forecasts, trends and recommendations to the team and senior management.