Workforce Management Forecasting Analyst

Overview

TP is a global digital business services company that delivers advanced, digitally powered services to help brands streamline operations in meaningful and sustainable ways.

This position is a hybrid role with 60% in office at the Warren, MI location and 40% work didates must accommodate a hybrid schedule.

• Paid training
• Competitive wages
• Full benefits (Medical, Dental, Vision, 401k and more)
• Paid time off
• Employee wellness and engagement programs

• Forecast interval, daily, weekly, and monthly contact volumes, handle times, staff requirements, and other production metrics by group, and report on actual vs. forecasted volumes
• Create, modify, and maintain forecast models that accurately predict Contact Center impacts given changes in various operating assumptions
• Collaborate with internal customers on impact analysis for proposed Contact Center changes
• Collaborate with data suppliers to the forecast models to understand and improve the accuracy of the data provided
• Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
• Perform various analyses, formulate conclusions, and present conclusions to management
• Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
• Work with business to develop short‑term and long‑term financial forecasts and budgets
• Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
• Provide variance analysis on forecast performance
• Develop and maintain reporting tools that help analyze forecasting trends
• Oversee Contact Center data in relation to Contact Center volume and handle time
• Heavy reporting duties after forecasting the data for the Contact Center line of business
• Assist with reporting and create innovative ways to look at data

• Bachelor's/Associate's highly preferred but not a requirement – relevant experience is also accepted
• 2+ years of workforce management, forecasting and reporting experience (will not accept accounting forecasting)
• Preferred knowledge of SQL, Power BI, MS Excel, NICE IEX
• Experience with reporting, forecasting, analytics, workforce strategies
• Previous contact center experience preferred

TP is an Equal Opportunity Employer.