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*forecast analyst ii job description*job summary*:work with contact center management and workforce planning to evaluate all aspects of call volume and staff forecasting.
define staffing required for all major and minor accounts within designated site(s) for rolling ninety-day time horizon.
*essential duties and responsibilities *include the following.
other duties may be assigned.- consult with workforce planning and other operations staff to define forecasting requirements for multiple sites to meet call center- analyze call arrivals, business growth, staffing and attrition forecast to provide assistance in planning hiring requirements within multiple sites.
work closely with each site management, human resources and training teams to determine impact to existing headcount, recruitment, and- track daily call volume on key accounts and report on variance to client's official- prepare a forecast analysis based on actual call volumes versus client- responsible for developing call volume and staff forecasts based on customer requirements and historical trends as- perform weekly capacity count and project future real estate needs by client base on forecasting- participate in budget and planning process as assigned including ad-hoc requests for rfp (requests for pricing).- ensures prepares chart, diagrams, and other reports to assist in scheduling, and/or forecasting as- identifies and implements modifications to aspect or other workforce management systems to keep them updated, reliable, and accessible to authorized users.- supervisory responsibilities: this job has no supervisoryto perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
*qualifications*:the requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.
*travel*:may be required for this position as business needs dictate.
*education and/or experience*:four-year college or university degree in relevant program; or four or more years related professional-level experience and/or training; or equivalent combination of education and experience.
knowledge of queuing theory, call center metrics and forecasting.
*language skills*:ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
ability to write reports, business correspondence, and procedure manuals.
ability to effectively present information and respond to questions from clients, customers, and employees.
*reasoning ability*:ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form