•Requirements:

· Experience in advanced trend analysis and ability to interpret data to provide recommendations to drive key business decisions.

· Expert-level Microsoft Office skills in Excel including the use of advanced formulas.

· Ability to conduct / lead collaborative discussions with stakeholders and workgroup leaders to identify upcoming changes and challenges in the business and recommend appropriate counter actions.

Must Haves:

· Provide analysis and recommendations to improve staffing levels and efficiency while advising the Center leadership of observed trends.

· Maintain staffing and headcount records, and develop hiring plans for long- and short-range planning efforts across all workload streams (Inbound/Outbound/Chat/Email/Back-Office).

· Create custom reporting which aggregates input from multiple sources into intuitive output for productivity analysis and resource forecasting.

· Maintain and analyze records of actual workload volumes compared to forecast. Understand reasons for variance and recommend changes to enhance forecast accuracy and effectiveness.

· Present findings and recommendations in a succinct and compelling manner to key stakeholders throughout the organization including Site and Senior Leadership.

· Partner cross-functionally with Operations, Business Intelligence, Strategy, Human Resources, and Training teams to discuss the weekly and monthly staffing forecasts, and business impacts.

· Study department work, time off, and absence records (shrinkage) for ongoing historical trend analysis and forecasting purposes.

Preferred/ Nice-to-haves:

· Bachelor’s degree from an accredited institution.

· Hands-on experience with Business Intelligence databases (i.e. SQL, SAS, Informix, Cognos, Alteryx, Tableau, PowerBI), and pulling data from multiple sources.

· Experience forecasting/advanced analytical role within a large volume, enterprise-level call center or captive finance and/or insurance provider.

· Experience with Workforce Database tools (i.e. TotalView/IEX, Verint, Aspect).

· Experience with Automatic Call Distributor/Interactive Voice Response call routing and Avaya/Genesys/NICE CXOne Call Dashboards phone reporting.

· Comprehensive understanding of current industry Workforce Management processes and best practices related to all aspects of Workforce Management deliverables.

Job Type: Part-time

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Chandler, AZ 85224: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Financial concepts: 3 years (Required)
• Forecasting: 3 years (Required)
• Video editing: 3 years (Required)
• LMS: 3 years (Required)

Work Location: One location