Hybrid Forecasting & Workforce Analytics Analyst

Teleperformance; Michigan; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Paid Training

Competitive Wages

Full Benefits (Medical, Dental, Vision

401k and more

Paid Time Off

Employee wellness programs

Job summary

Teleperformance in Michigan is seeking a Workforce Management Forecasting & Reporting Analyst to drive accurate forecasts and insightful reporting for the Contact Center. The role collaborates across internal teams to refine models and improve service delivery.

The ideal candidate will have 2+ years in forecasting/reporting, with knowledge of SQL, Power BI, MS Excel, and NICE IEX. Hybrid work with significant in-office time at Warren, MI, and remote work flexibility are offered.

Qualifications

• Bachelor's/Associates highly preferred but not a requirement – relevant experience is also accepted
• 2+ years of workforce management forecasting and reporting experience (will not accept accounting forecasting)
• Preferred knowledge of - SQL, PowerBI, MS Excel, NICE IEX
• Experience with reporting, forecasting, analytics, workforce strategies
• Previous contact center experience preferred

Responsibilities

• Forecast interval, daily, weekly and monthly contact volumes, handle times, staff requirements and other production metrics by group, and report on actual vs. forecasted volumes
• Create, modify, and maintain forecast models that accurately predict Contact Center impacts given changes in various operating assumptions
• Collaborate with various internal customers on impact analysis for proposed Contact Center changes
• Collaborate with the suppliers of data to the forecast models to understand/improve the accuracy of the data provided
• Collaborate with supplier performance management and business performance management on initiatives to improve service and efficiencies
• Perform various analyses, formulate conclusions, and present conclusions to management
• Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
• Work with business to develop short-term and long-term financial forecasts and budgets
• Generate innovative solutions to drive financial savings and hold business partners accountable to achieving results
• Provide variance analysis on forecast performance
• Develop and maintain reporting tools that help analyze forecasting trends
• Oversee Contact Center data in relation to Contact
• Oversee center volume and handle time
• Heavy reporting duties after forecasting the data for the Contact Center line of business
• Assist with reporting and creating innovative ways to look at data

Skills

Forecasting experience

Reporting experience

SQL

Power BI

MS Excel

NICE IEX

Contact center experience

Education

Bachelors/Associates (relevant experience accepted)

Tools

NICE IEX

Power BI

MS Excel

SQL

Job description

Teleperformance in Michigan is seeking a Workforce Management Forecasting & Reporting Analyst to drive accurate forecasts and insightful reporting for the Contact Center. The role collaborates across internal teams to refine models and improve service delivery.

The ideal candidate will have 2+ years in forecasting/reporting, with knowledge of SQL, Power BI, MS Excel, and NICE IEX. Hybrid work with significant in-office time at Warren, MI, and remote work flexibility are offered.