WFM Planner/ Forecaster

Position Title:

Shift:

Job Description:

• "Responsible for performing both real-time analysis and scheduling functions as determined by current business need. Primary duties may include, but are not limited to: Performs real-time analysis duties to ensure service levels are met. Monitors call volume demand in real time and flexes workforce accordingly. Ensures that the best possible call center service levels are achieved to maximize utilization. Monitors call volume and average speed of answer (ASA) in real time & adjusts schedules to ensure consistent service is maintained. Designs and manages an efficient staff scheduling system for short-term future needs which includes the development of shift requirements and paid time off (PTO) planning. Determines how to best distribute the staff to meet projected call volumes. Analyzes historical patterns to determine nature, variance, and seasonality of call arrival patterns. Utilizes shift schedule templates to determine shifts. Creates shift schedules in WFM system. Develops a set of priority rules that will govern how shifts are assigned. Establish a set of scheduling resources and monitoring systems to manage schedule administration, communication and to track performance. Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; or any combination of education and experience, which would provide an equivalent background. 2 years of scheduling experience in a centralized call center environment preferred. Working knowledge using WFM management tools preferred.

• Accurately predicts call volumes, average speed of answer (ASA), service levels, abandonment rates, and average handle times by call type to identify and monitor trends. Identifies and locks in capacity required to meet service level targets efficiently via hiring, outsourcing, and attrition. Develops staffing models which are utilized by Finance during the budgeting process. Maintains numerous staffing models which may include multiple business units. Primary duties may include, but are not limited to: Performs continuous analysis and projects if resulting metrics will increase or decrease call volume in the long-term (typically 12-18 months). Captures call baseline data, recording and removing volume-driven events, determines historical patterns, incorporates incremental drivers, and incorporates shrinkage patterns through analysis of past data. Predicts future impact on call drivers. Analyzes and interprets staffing model results by isolating and analyzing trends and assessing business impacts. Develops a long-term service level plan with specific actions based on gaps identified by the model. Meets with management to review staffing models and to make improvements on future forecasts. Designs, builds and maintains databases and/or spreadsheets tracking key service statistics. Determines long-term needs and loads the forecast into the WFM system. Serves as expert on WFM software (NICE IEX) and may be point of contact for systems related issues. Requires a BA/BS degree in Business, Statistics or related field; 2 years call center operations experience; 3 years real-time management, scheduling and forecasting experience in a centralized call center environment; or any combination of education and experience, which would provide an equivalent background.