Experian has an immediate opening for an experienced Call Center Forecasting Analyst who will be responsible for accurate and timely forecasting, scheduling and reporting.
Job description :
The successful candidate will work with a global team to manage the workflow and provide trending analyses to ensure that our multiple contact centers operate efficiently, optimize our resources, and successfully plan capacity to meet the needs of Operations and meet service level agreements.
Candidate will also track volumes and metrics for multiple departments and will develop accurate forecasts.
Job requirements :
High school diploma, GED or equivalent required.
Must be available to work weekends in schedule rotation.
Minimum of three years’ experience in forecasting, scheduling and real-time monitoring in a large (300+) contact center;
multiple-center experience is a plus.
Long term and short-term planning and advanced modeling experience.
Strong functional analytical skills (including budgeting and staffing planning).
Knowledge of process improvement strategies and ability to recommend process improvements for queue logic, scheduling and retention.
Advanced knowledge of workforce management and associated software (forecasting, scheduling, real-time, load balancing processes, etc.).
Generates and maintains short term / long term forecasts for call volume, average handle times, Attrition rates, and headcount for the different areas in the business.
Ability to create effective reports, provide tending analysis, using Pivot tables and advanced Excel formulas.
Experience in creating and maintaining schedules and forecasts with multiple service level requirements.
Bachelor’s degree in Finance, Mathematics or Statistics strongly preferred, or equivalent work experience.
Skill requirements :
Must have at least 2 years of forecasting in a call center.
Expert level Excel.
Advanced knowledge of Microsoft applications (Outlook, Excel, Access are a must).
Strong ability to multitask in a fast-paced dynamic environment.
Advanced knowledge in automatic call distribution (ACD) technology and Workforce Optmization Software (Cisco and Calabrio preferred).
Strong written and verbal communications (English and Spanish).
Bilingual English / Spanish.
Proven previous job stability, including maintaining long-term work relationships with former employers
Must be able to clear the company’s pre-employment screening
Experian is an Equal Opportunity Employer. Anyone needing accommodation to complete the interview process should notify the talent acquisition partner.