Workforce Management Forecaster

As a Forecaster at Assurant, you will be a significant member in the success of our business. You will be instrumental in assisting our management in ensuring we are staffed to meet the needs of our clients and customers. You will identify patterns and analyze trends to make forward-thinking business decisions.  In addition, you will use your strategic thinking expertise to provide data for the leadership team. This will include extensive communication with senior leaders within the line of business. If you love numbers, data, stats, and identifying complex issues, this is the opportunity for you to continue to expand your career at a Fortune 500! This is a remote role.

What will be my duties and responsibilities in this job? 

• Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a day

• Review historical metrics used to forecast daily to real-time metrics to update historical data constantly

• Analyze key performance metrics against the forecast and reconcile the variances monthly.  Responsible for capacity planning and what-if scenarios

• Develop relationships with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc., to ensure accurate forecasting

• Analyze and report the effects of various marketing initiatives/campaigns by marketing vehicle.

• Provide daily reports on assigned campaigns that measure forecasting effectiveness as needed.  Participate in projects as a team member to obtain marketing projections for new and existing campaigns.  Relays relevant information to the CCO Command Center

• Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses

• Assist the Command Center with the allocation of call volume when necessary

What are the requirements needed for this position? 

• Bachelor’s degree or equivalent experience preferred

• 2 + years of experience working in a contact center environment with at least 2 years of workforce management experience

• Statistical expertise

What other skills/experience would be helpful to have? 

• Superior organizational skills, including the ability to manage multiple complex projects simultaneously

• Knowledge of Automated Distribution Software and applications

• Experience in building and maintaining relationships with various levels throughout an organization

• MS Office including PowerPoint and Project, MS Access, Database structures, Crystal Report Writer, Internet

• Self-starter, self-disciplined, and target-focused but able to work in a matrixed environment

• Excellent written and verbal communication skills

• Proven …