Junior Scheduling/Forecasting Analyst in Colorado Springs, CO at WOW!

Date Posted: 9/28/2019

Job Snapshot

Job Description



Scheduling/Forecasting Analyst



The Scheduling and Forecast Analyst is responsible for assisting in forecasting call volume and associated call metrics as well as staffing needs with the goal of optimizing the productivity of current staffing/resources and managing expenses in line with the budget.



Duties and Responsibilities:



Essential duties and responsibilities include but are not limited to those listed below:



  • Works with direction from leadership and the Sr. Forecaster to gather and analyze call history and various call patterns of multiple internal and external call centers and uses the conclusions to determine the most efficient call center schedules, designed to optimize call center response times, while reducing expenses and maximizing customer satisfaction

  • Contributes to the modeling of various staffing and budget options and providing associated recommendations

  • Determines and generates call center schedules, seating arrangements, and supervisor assignments accounting for the unique skill set needs at all times

  • Gathers and analyzes data from a variety of sources, performs needs assessment, defines user requirements, and develops specifications for the real-time and historical management systems

  • Assists in preparing forecasting imports and exports for outsourced call centers within distributed campaigns

  • Reviews call statistics and reports from NICE Central, IEX, and other assorted data sources and applications, analyzing the data for use in all decision making

  • Assists in analyzing current operational statistics and prepares summary staffing reports (accuracy of this information is critical

  • Supports the management of the configuration and maintenance of Work Force Management applications and web link tools

  • Assists in preparing monthly and quarterly forecasts to WOW's Call Center and external outsource centers

  • Focuses primarily on short-term outputs

  • Other duties as assigned



Qualifications:



To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.



-Education:


  • Must possess a high school diploma or equivalent




  • Bachelor's degree in a relevant business field, statistics or finance is preferred




-Experience/Skills Needed:




  • 1 year experience must include proven effectiveness in a customer service role required

  • 1 -- 2 years analytics experience preferred

  • Must be very detail orientated, and able to multitask efficiently

  • Must possess the ability to work independently, and adapt work schedule to the needs of the department

  • Must possess the ability to work effectively and collaboratively in a team setting

  • Must possess excellent communication skills (both verbal and written), with proven ability to communicate effectively with all levels of employees

  • Must be comfortable with presenting information in small groups

  • Must be able to perform advanced mathematical functions, and translate those functions into appropriate calculations for use in reporting

  • Must possess the ability to analyze advanced problems and reach the appropriate resolution

  • Must possess excellent prioritization and time management skills



Computer Skills:


 



  • Must possess excellent computer skills, with proven ability to learn new applications and proficiency in Microsoft Office (Word, Excel, PowerPoint and Access) and Google Suite is required

  • Experience with SQL, ODBC, and Tableau is preferred

  • Must possess strong computer aptitude



Physical Demands/Working Conditions:



The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




  • regularly required to talk and hear

  • required to use hands to type, handle objects and paperwork

  • required to use close vision and be able to focus

  • minimal travel may be required



WOW! is an Equal Opportunity Employer/Minorities/Women/Protected Veterans/Disabled/Sexual Orientation/Religion/Gender Identity employer



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