Senior Forecasting & Scheduling Coordinator

AAA Mountain West Group; Utah; Hybrid; USD 95,000 - 120,000; Full time

Benefits offered by this job

401k Matching

Medical, Dental, Vision, wellness

Paid Holidays

Paid Time Off

Volunteer hours

AAA Classic Membership

Tuition Reimbursement

Job summary

AAA Mountain West Group in Utah is seeking a Forecasting Scheduling and Reports Analyst to oversee scheduling and capacity planning for the Member Services Center, delivering data-driven insights.

You will serve as WFM tech SME, partner with Operations leadership on models, and generate reports and forecasts to support staffing decisions across 500+ agents.

Qualifications

• Bachelor’s degree in Finance, Mathematics, Statistics or Information Technology strongly desired.
• 7 years forecasting, scheduling, real-time and technical experience in a contact center.
• Advanced knowledge of call center management and forecasting software.

Responsibilities

• Serves as WFM technology Subject Matter Expert.
• Partners with senior Operations leadership in developing financial and high level models and applies mathematical modeling expertise to design and create reports.
• Experience in large volume contact center scheduling for 500+ agents.
• Generate Ad-Hoc operational reports and other projects as assigned by manager.
• Generates and maintains short/long term forecasts for call volume, AHT, headcount, and other requirements.
• Analyze contact center trends to forecast workload across channels.
• Compile, track, and analyze inbound/outbound workload drivers for forecasting accuracy.
• Perform audits of statistical data to determine staffing requirements.
• Expert level understanding of Contact Volume Forecasting, time series, regression, Erlang C modeling.

Skills

ACD knowledge

Analytical skills

Forecasting & scheduling

Communication

Education

Bachelor's degree in Finance, Mathematics, Statistics or Information Technology

High School Diploma, GED or equivalent

Tools

IEX Total View

Avaya CMS Platform

MS Access

Excel

Job description

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching - $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits - Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off - Team Members accrue paid time off monthly.
• Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment - AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks.

We believe everything you do outside of work adds to who you are at work. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Summary:

As part of the AAA NCNU workforce management team the Forecasting Scheduling and Reports Analyst will manage the overall scheduling and capacity planning of our Member Services Center.

Essential Functions:

• Serves as WFM technology Subject Matter Expert.
• Partners with senior Operations leadership in developing financial and high level models and applies mathematical modeling expertise and statistical analysis to design and create reports.
• Experience in large volume contact center scheduling for 500+ agents.
• Strong focus on utilizing IEX for what-if scenario & on-boarding analysis, Troubleshoot IEX issues, open support desk tickets
• Generate Ad-Hoc operational reports as needed as well as Ad-Hoc requests and other projects as assigned by manager
• Generates and maintains short term/long term forecasts for call volume, average handle times, headcount, and other business requirements.
• Analyzes contact center trends, including call volumes and call patterns, to forecast workload needed to support various channels thereby ensuring member service needs are met
• Compile, track, and analyze inbound/outbound workload drivers, integrating into model to improve forecast accuracy and understand impacts from various business strategies
• Perform annual, quarterly, monthly, and weekly audits of statistical data to determine trending and staffing requirements
• Expert level understanding of Contact Volume Forecasting and trending, including time series analysis, regression analysis and Erlang C Call Volume predictive modeling.
• Must be able to respond quickly and intelligently in a fast paced environment, making accurate decisions under pressure.
• Advanced relationship building and collaboration skills.
• Must have the ability to collaborate with key Operations stakeholders on critical staffing and scheduling issues and gain consensus and identify solutions.
• Excellent written and oral communication skills required to interact with all levels of management and client representatives.
• Ability to work independently with minimal supervision, meeting multiple deadlines in a high pressure environment.

Knowledge/Skills/Abilities:

• Strong knowledge in automatic call distribution (ACD) technology.
• Advanced computer skills to include IEX Total View software or similar (required), Avaya CMS Platform or similar (required) and advanced aptitude in MS Access and Excel (required).
• Detailed understanding of ACD management and administration practices, contact flow management and contact center technologies.

Education & Experience / Licenses & Certification:

• Bachelor’s degree in Finance, Mathematics, Statistics or Information Technology strongly desired
• High School Diploma, GED or equivalent required.
• 7 years of related forecasting, scheduling, real-time and technical experience in a contact center
• Advanced knowledge of call center management and various forecasting/scheduling/real-time software
• 5+ years’ experience demonstrated application of mathematical and analytical skills to identify and/or resolve business issues
• Experience within a complex call center environment preferred -

Welcome to AAA Mountain West Group (MWG), serving Northern California, Nevada, Utah, Arizona, Alaska, Wyoming, and Montana. We believe our team should make their mark: over every mile and at every moment, we pride ourselves at helping our Members outsmart life’s obstacles. We are a not-for-profit, membership-based organization that has served our Members for over a century: from our legendary roadside assistance and award-winning insurance products to free travel planning and new innovations.