Workforce Management Forecasting Analyst

Category: Workforce ManagementAbout TPTP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world's best brands streamline their business in meaningful and sustainable ways.With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.Benefits of working with TP include:Paid TrainingCompetitive WagesFull Benefits (Medical, Dental, Vision, 401k and more)Paid Time OffEmployee wellness and engagement programsTP and YouThrough a balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best in all that we do. You will become a key contributor in making that happen.Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!This position is a hybrid role with 60% in office at the Warren, MI location and 40% work at home. Candidates must be able to accommodate a hybrid schedule.Your ResponsibilitiesForecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group, and report on actual vs. forecasted volumesCreate, modify, and maintain forecast models that accurately predict Contact Center impacts given changes in various operating assumptionsCollaborate with various internal customers on impact analysis for proposed Contact Center changesCollaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data providedCollaborate with supplier performance management and business performance management on initiatives to improve service and efficienciesPerform various analyses, formulate conclusions, and present conclusions to managementActively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunitiesWork with business to develop short-term and long-term financial forecasts and budgetsGenerate innovative solutions to drive financial savings and hold business partners accountable to achieving resultsProvide variance analysis on forecast performanceDevelop and maintain reporting tools that help analyze forecasting trendsOversee Contact Center data in relation to ContactOversee contact volume and handle timeHeavy reporting duties after forecasting the data for the Contact Center line of businessAssist with reporting and creating innovative ways to look at dataQualificationsBachelors/Associates highly preferred but not a requirement – relevant experience is also accepted2+ years of workforce management forecasting and reporting experience (will not accept accounting forecasting)Preferred knowledge of - SQL, PowerBI, MS Excel, NICE IEXExperience with reporting, forecasting, analytics, workforce strategiesPrevious contact center experience preferredBe Part of Our TP FamilyIt is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.TP is an Equal Opportunity Employer.#J-18808-Ljbffr