WFM Forecast & Reporting Analyst
US-CO-Englewood
Attract-careers1
Req #: 94512
Type: Fulltime-Regular
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Overview: Our Customer Experience Operations (CXO) teams go above and beyond by simplifying lives and enhancing community access to our products and services. Behind the scenes, dedicated individuals focus on refining the experience for millions of customers across all of our brands and providing support to our field agents. Responsibilities: Key Responsibilities: * Develop and maintain accurate workload forecasts for all channels (e.g., phone, email, chat) to ensure appropriate staffing levels * Analyze historical data and identify trends to improve forecasting accuracy * Generate and distribute regular reports on key performance indicators (KPIs) such as service level, occupancy, and adherence * Collaborate with stakeholders to understand business drivers and incorporate them into forecasting models * Present findings and recommendations to leadership to support strategic decision-making * Conduct ad-hoc analysis to investigate performance issues and provide data-driven solutions * Maintain data integrity and accuracy within WFM systems and reporting tools Qualifications: Education and Experience: * Bachelor's degree in a quantitative field such as Mathematics, Statistics, or Business Administration is preferred * Proven experience in a WFM or contact center analyst role, with a focus on forecasting and reporting * Experience with cloud data platforms like Snowflake Skills and Qualifications: * Strong analytical and problem-solving skills with the ability to interpret complex data * Proficiency in data analysis and modeling languages/tools such as Python (e.g., with experience in forecasting libraries like Prophet or Darts) and SQL * Familiarity with workforce management software (e.g., Calabrio, NICE, Verint, Aspect) and data visualization tools (e.g., Google Sheets, Tableau, Power BI) * Excellent communication and presentation skills, with the ability to explain complex data to non-technical stakeholders * Knowledge of contact center operations and metrics (e.g., AHT, ASA, Shrinkage) * Ability to work independently and manage multiple projects simultaneously in a fast-paced environment Visa sponsorship not available for this role Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.
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