Contact Center Forecasting Analyst II

Job Summary:

Contact Center Forecasting Analyst II is responsible for forecasting, capacity planning, and budget management in multi-channel, multi-location contact center environment. This role will focus on developing and implementing strategies to ensure optimal staffing levels, budget adherence, and adequate hiring plans for multiple teams and products.

 Essential Functions:

• Conduct contact rate and membership impact analyses to identify historical trends, determine incremental drivers, and create a forward-looking membership forecast across multiple lines of business

• Forecast volume, average handle time, and shrinkage, producing a capacity plan for the next 12 to 18 months which will ensure achievement of contractual requirements in multiple states, monitoring and improving accuracy

• Create capacity plans for new business implementations and obtain approval from senior leadership and Finance stakeholders

• Present and clearly communicate staffing requirements to various levels of leadership

• Perform backcasting and simulation reviews of staffing models to ensure accuracy and identify opportunities for improvement in future forecasts

• Manage the requirements for all non-production employees in department, monitoring staffing and product ratios to determine when new hires are required

• Collaborate with Talent Acquisition to establish hiring class dates and determine the number of employees needed for each class

• Work with senior leadership and Finance stakeholders to forecast and manage the department budget, tracking actual spending and variances to provide strategies for cost management

• Develop and implement service level mitigation strategies for specific business plans and their associated full-time equivalent (FTE) counts

• Direct and train new team members on policies, procedures, and responsibilities to ensure proper orientation

• Perform any additional job duties as assigned

Education and Experience:

• Bachelor's degree in a relevant field such as Business Administration, Finance, Economics, or equivalent years of relevant work experience is required

• Three (3) years of experience in call center Workforce Management and/or Capacity Planning is required

• Previous experience with NICE suite of call center applications (IEX WFM, NICE ESP, CxOne ACD/IVR, Nexidia Analytics) strongly preferred

Competencies, Knowledge and Skills:

• Strong analytical skills with the ability to interpret complex data and make strategic recommendations

• Excellent communication and interpersonal skills, with the ability to collaborate with other stakeholders in a positive and professional manner

• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously

• Expertise in Microsoft Office is required

• Ability to document and maintain system requirements including process flows is required

• Ability to analyze processes and produce recommendations for improvements is required

• Ability to develop, prioritize and accomplish goals

• Ability to keep current on technologies through self-directed learning

Licensure and Certification:

• None

Working Conditions:

• General office environment; may be required to sit or stand for extended periods of time

Compensation Range:
$61,500.00 - $98,400.00 CareSource takes into consideration a combination of a candidate’s education, training, and experience as well as the position’s scope and complexity, the discretion and latitude required for the role, and other external and internal data when establishing a salary level. In addition to base compensation, you may qualify for a bonus tied to company and individual performance. We are highly invested in every employee’s total well-being and offer a substantial and comprehensive total rewards package.

Compensation Type:
Salary

Competencies:
- Create an Inclusive Environment - Cultivate Partnerships - Develop Self and Others - Drive Execution - Influence Others - Pursue Personal Excellence - Understand the Business

This job description is not all inclusive. CareSource reserves the right to amend this job description at any time. CareSource is an Equal Opportunity Employer. We are dedicated to fostering an inclusive environment that welcomes and supports individuals of all backgrounds.

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