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Forecasting Analyst - WFH/Remote

Company: CornerStone Staffing
Location: Tempe
Posted on: January 12, 2022

Job Description:

Job Title: Forecasting Analyst Location: WFH/Remote - AZ/TX Residents ONLY Pay: $60,000 - $65,000/annually **ASPECT knowledge & Genesys knowledge - REQUIRED** Primary Purpose: Develop and communicate predictions for staffing needs across assigned customer care unit by analyzing trends in call volume and workforce requirements and sharing recommendations to ensure sufficient capacity and support achievement of service level expectations Essential Duties and Responsibilities: Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Track inbound call trends by analyzing patterns in call volume and delivery path to develop understanding of fluctuations and evaluate corresponding workforce capacities
  • Estimate staffing needs for assigned lines of business by utilizing available data and knowledge of trends to develop short and long term call volume forecasts and predict associated inbound workforce requirements
  • Support achievement of customer care service level agreements by communicating with Operations and Finance departments to share volume projections and foster a partnered approach to developing and recommending staffing solutions for assigned line of business
  • Support back office and onshore outbound call center teams by analyzing patterns in workload volumes to predict and communicate trends, guide staffing decisions and ensure sufficient workforce capacity
  • Track and ensure availability of personnel against projected staffing needs by communicating with Human Resources department and utilizing workforce management system to monitor time off requests, new hires, terminations, transfers and resignations within assigned lines of business
  • Support expected volume fluctuations due to client-side changes by performing ad hoc analysis to predict call center staffing and cost impacts of anticipated changes and communicate implications to operational leaders
  • Contribute to a positive work environment by demonstrating cultural expectations and influencing others to reward performance and value "can do" people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun Ideal Candidate:
    • 2+ years of relevant experience
    • Experience analyzing and interpreting data to evaluate trends
    • Principles and techniques for data analysis and management
    • Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts
    • Applied knowledge of Microsoft Excel, Word and PowerPoint
    • Analyze and synthesize data to identify connections and patterns and form options and recommendations
    • Anticipate future consequences and trends and create accurate forecasts and models
    • Effectively and efficiently present logic, reasoning and analysis to others
    • Influence key stakeholders to adopt recommendations
    • Follow established guidelines to focus on details and complete tasks attentively and thoroughly
    • Collaborate across departments and with people at different levels within the organization to accomplish a common goal
    • Must possess effective verbal and written communication skills
    • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
    • Professional, polished, poised and positive demeanor
    • Has respect for coworkers, colleagues and customers to build constructive and cooperative working relationships
    • Learning agility to confront unexpected circumstances as learning opportunities Requirements:
      • Dedicated, quiet workspace
      • High Speed Internet - ability to directly connect to modem/router
      • Willingness to be on laptop camera during work hours for trainings/meetings/work
      • High School Diploma or equivalent (GED)
      • Criminal Background & Drug Screening
      • 2 verifiable employment references Please read requirements carefully as we are -prioritizing -those that meet the requirements. - To Apply for this Job: Click the Apply Online button, then:
        • If you are currently registered with CornerStone Staffing, click the Log In button to add yourself as a candidate to this job - NOTIFY YOUR RECRUITER OF INTEREST IN JOB ORDER: 128832
        • If you are NOT currently registered with CornerStone Staffing, click the Create Account button to complete the application and after applying, schedule time to meet with a recruiter . #ZIP #CB

Keywords: CornerStone Staffing, Tempe , Forecasting Analyst - WFH/Remote, Professions , Tempe, Arizona

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