Workforce Management Forecast/Schedule Analyst

Are you self-motivated? Do you enjoy solving problem solving?  Can you work in a fast-paced environment?  If you possess these qualities, you will fit right in line with our team!

We are seeking a talented Workforce Management (WFM) Forecast and Scheduler for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers.

You’ll join a team backed by more than 120 years of delivering top-notch service, and you’ll be a key player in maintaining our reputation as the best in pests.  

Want to Join the Best in Pests? Go Pro with Orkin.  Apply from your phone in minutes! 📱

At Orkin, our purpose is to help protect the world where we live, work and play. We have a FAST PACED, fully remote National Customer Contact Center with dedicated inbound sales, web sales, lost lead sales, customer service, and termite billing/claims teams.  

Our Workforce Management Forecast and Schedule Analyst creates and implements forecast and scheduling solutions utilizing innovative software supplying staffing to all departments appropriate to dynamic business demands. The employee delivers excellent service to all internal customers including staff and management teams in a collaborative and supportive environment. All department and property policies, practices, and procedures are observed while multiple tasks are completed.

You will:

• Analyze and interpret historical call data to identify trends, patterns, and opportunities for the business.
• Create forecast and scheduling solutions for departments that account for current business demands as well as exceptions.
• Provide regular short-, mid-, and long-term workload projections in an omnichannel environment —accounting for seasonality, hiring cycles, attrition, training timelines, and cross-functional initiatives.
• Collaborate with the team to proactively recommend training, time-off, overtime, etc. based on the analysis of schedules and performance reports to uncover opportunities for efficiency.
• Responsible for updating and maintaining operations call-volume patterns that accurately validate forecasting methods.
• Compose, lead and present weekly reviews of forecasts, schedules, shrinkage, and Key Performance Indicator (KPI) results and trends.
• Develop resolutions to complex problems that frequently require advanced competency in WFM metrics and analysis.
• Collaborate with department leaders to ensure accurate staffing levels and to formulate efficient strategies
• Be a leading force in suggesting scheduling changes and creating new business models
• Stay curious and keep up to date on the latest best-in-class workforce management solutions and methodologies.
• Determine the balance between optimum scheduling, service expectations, employee satisfaction, and current legal/regulatory requirements
• Perform other job-related duties as requested

We Offer…

• A Competitive Compensation package with upward earnings potential
• Comprehensive benefits package including medical, dental, vision & life Insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid Time Off (PTO)
• Employee discounts, tuition reimbursement, dependent scholarship awards
• Inclusive training programs as the industry leader

Why Orkin?

• Founded in 1901, Orkin Pest Control is a global residential and business service provider
• Consecutive years of improved earnings with over 2 million customers
• Orkin is financially stable and growing as the largest subsidiary of Rollins, , (NYSE: ROL), headquartered in Atlanta, GA
• Orkin’s National Contact Center is a high energy, fun and collaborative work environment with strong management

Are you ready to be an Orkin Pro?

What’s required

• High School/GED
• 3 years of related professional experience. 
• WFM forecasting and analysis experience specifically in Contact Centers supporting Omni channel and scheduling experience is preferred.
• Advanced Excel/Database skills
• Power BI Experience
• Familiarity with Contact Center scheduling tools
• Knowledge of Verint, NICE/IEX, Genesys, or the equivalent a plus
• We will consider all qualified candidates for employment in a manner consistent with the requirements of applicable federal, state and local law

Work from home requirements

• Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
• A workspace with adequate furnishings (e.g., a desk and chair) and lighting
• Minimum of 100 mbps download and 50 mpbs or higher, high speed internet connection with the ability to hard wire directly to a modem

What you’ll need

• Ability to advocate and prioritize in a customer centric organization.
• Strong written and verbal communication skills.
• Excellent Problem-solving skills; quick identification and efficient resolution of issues.
• Ability to validate, analyze and organize data, and recommend solutions to address business needs.
• Must be a self-starter with the ability to work independently and in team environments, multi-task, effectively prioritize, and deliver in a fast-paced, dynamic environment.
• We encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferences 

Orkin is an Equal Opportunity/Protected Veterans/Individuals with Disabilities Employer