Sr Forecasting Analyst (Workforce Management- Contact Center)- REMOTE

Job Summary

Are you a data-driven professional with a passion for analytics and process optimization? Do you have a knack for developing accurate contact center forecasting models and driving business results? We're seeking a skilled Workforce Forecasting Analyst to join our team and help us optimize our contact center operations.

As a Workforce Forecasting Analyst, you will play a critical role in developing and maintaining accurate workforce forecasting models that inform our contact center operations. You will leverage your advanced Excel skills, analytical mindset, and knowledge of contact center forecasting methodologies to drive business outcomes.

Responsible for developing and maintaining accurate workforce forecasting models (Calls Offered and AHT) to optimize contact center operations. The successful candidate will have advanced Excel skills, a strong analytical mindset, and a solid understanding of various contact center forecasting methodologies.

Key Responsibilities:

• Develop and maintain accurate forecasts of contact volume, handle time, and other key performance indicators (KPIs) to ensure adequate staffing levels and optimal resource allocation. This includes the development and maintenance of supporting tools.
• Collect, analyze, and interpret large datasets to identify trends, patterns, and insights that inform forecasting and scheduling decisions.
• Work closely with operational teams, including contact center managers, supervisors, to ensure alignment and effective communication of forecasting plans. Provide training and support to operational teams on forecast and scheduling processes, tools, and best practices.
• Continuously evaluate and improve forecasting processes to ensure they are efficient, effective, and aligned with business objectives.
• Maintain and configure workforce management software for components that are relevant to forecasting responsibilities.
• Perform ad-hoc analysis and provide insights to support business decisions, such as evaluating the impact of new products or services on contract volume.
• Develop and maintain forecasting models to ensure accuracy and adaptability to changing business conditions. Also ensuring that forecasting and scheduling practices comply with company policies, regulatory requirements, and industry standards.
• Stay up-to-date with industry trends, best practices, and new technologies to continuously improve forecasting and scheduling capabilities. Mentor and coach less-experienced coworkers.

What is Required:

• 4+ years related work experience to include direct experience with forecasting methodologies and advanced Excel skills.
• Related Bachelor's degree or additional related equivalent work experience
• Advanced level Excel skills including:
• Ability to develop, automate, and maintain complex Excel spreadsheets
• Comfortable using intermediate to advanced level formulas and mathematical functions in Excel
• Ability to create and maintain Pivot Charts and Tables
• Proven ability to consolidate and present data to all tiers of leadership
• Strong analytical and problem-solving skills
• Prior experience with WFM software (Aspect, Genesys, Verint, etc.)
• Excellent communication and collaboration skills
• Ability to effectively summarize and communicate complex forecasting analysis in PowerPoint, email, MS Excel and/or live

What We Would Prefer:

• Knowledge of machine learning, predictive analytics, and SQL
• Ability to create custom Excel functions via VB as needed
• Experience with forecasting methodologies including time series analysis, multiple regression, exponential smoothing, etc
  

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally

What We Offer:
As a Florida Blue employee, you will thrive in our Be Well, Work Well, GuideWell culture where being well as an individual, and working well as a team, are both important in serving our members and communities.

To support your wellbeing, comprehensive benefits are offered. As an employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance;
• Income protection benefits: life insurance, short- and long-term disability programs;
• Leave programs to support personal circumstances;
• Retirement Savings Plan including employer match;
• Paid time off, volunteer time off, 10 holidays and 2 well-being days;
• Additional voluntary benefits available; and
• A comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for intern, part-time and seasonal employees may differ.

To support your financial wellbeing, we offer competitive pay as well as opportunities for incentive or commission compensation. We also conduct regular annual reviews with pay for performance considerations for base pay increases.

Typical Annualized Hiring Range: $63,800 - $79,700

Annualized Salary Range: $63,800 - $103,600

Final pay will be determined with consideration of market competitiveness, internal equity, and the job-related knowledge, skills, training, and experience you bring.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.