Senior Forecasting & Scheduling Strategist

AAA Mountain West Group; Clearfield (UT); Presencial; USD 85.000 - 120.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

401k Matching

Medical Insurance

Dental Insurance

Vision Insurance

Paid Holidays

PTO accrual + volunteer hours

Descripción de la vacante

AAA Mountain West Group in Utah seeks a Forecasting Scheduling and Reports Analyst to manage scheduling and capacity planning for our Member Services Center. You will model call volumes, handle times and staffing to meet service goals.

You will partner with Operations leadership to build financial models, run what-if scenarios, and deliver timely reports and dashboards for senior management in a fast-paced environment.

Formación

• Bachelor's degree in Finance, Mathematics, Statistics or Information Technology strongly desired.
• 7+ years forecasting, scheduling, real-time and technical experience in contact center.
• Experience with large volume contact centers and staffing.

Responsabilidades

• Manage short-term/long-term forecasts for call volume, AHT, headcount and service levels.
• Develop and analyze staffing plans, on-boarding and training requirements.
• Generate ad-hoc operational reports and dashboards as needed.

Conocimientos

Forecasting

Statistical analysis

Time series

Educación

Bachelor's degree in Finance, Mathematics, Statistics or IT

Herramientas

IEX Total View

Avaya CMS

MS Excel

MS Access

Descripción del empleo

AAA Mountain West Group in Utah seeks a Forecasting Scheduling and Reports Analyst to manage scheduling and capacity planning for our Member Services Center. You will model call volumes, handle times and staffing to meet service goals.

You will partner with Operations leadership to build financial models, run what-if scenarios, and deliver timely reports and dashboards for senior management in a fast-paced environment.