Senior Forecasting & Scheduling Lead - Contact Center

AAA Mountain West Group; United States; Remote; USD 90,000 - 120,000; Full time

Benefits offered by this job

Great Pay – discretionary annual/in-s

401k Matching – $1 for $1 up to 6%

Medical, Dental, Vision

Wellness program

Paid Holidays

Paid Time Off – volunteer hours

Collaborative Environment

Free AAA Classic Membership

AAA Product Discounts

Tuition Reimbursement Program

Job summary

AAA NCNU is seeking a Forecasting Scheduling and Reports Analyst to manage overall scheduling and capacity planning for the Member Services Center. Ideal candidates will serve as WFM tech SME and partner with senior leadership to develop models and reports.

This role requires deep expertise in call center forecasting for 500+ agents, proficiency with IEX, Avaya CMS, MS Access, and Excel. Strong analytical and communication skills are essential.

Qualifications

• Bachelor’s degree in Finance, Mathematics, Statistics or Information Technology strongly desired.
• High School Diploma, GED or equivalent required.
• 7 years of 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.

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 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 & onboarding 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.

Skills

ACD technology

Analytical skills

Education

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

High School Diploma, GED or equivalent

Tools

IEX Total View

Avaya CMS

MS Access

Excel

Job description

AAA NCNU is seeking a Forecasting Scheduling and Reports Analyst to manage overall scheduling and capacity planning for the Member Services Center. Ideal candidates will serve as WFM tech SME and partner with senior leadership to develop models and reports.

This role requires deep expertise in call center forecasting for 500+ agents, proficiency with IEX, Avaya CMS, MS Access, and Excel. Strong analytical and communication skills are essential.