Senior WFM Forecasting & Scheduling Lead

AAA Mountain West Group; Clinton (UT); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

401k Matching

Medical, Dental, Vision

Paid Holidays

Paid Time Off

Tuition Reimbursement

Job summary

AAA Mountain West Group seeks a Forecasting Scheduling and Reports Analyst to oversee scheduling and capacity planning for the Member Services Center. You will act as a WFM SME and collaborate with operations leadership to build models and reports that drive staffing decisions.

The role requires expertise in call center forecasting, time series analysis, and Erlang C, with a focus on accurate workload projections and performance insights. Excellent analytics and communication are essential.

Qualifications

• Advanced knowledge of call center management and forecasting/scheduling software.
• Experience with large volume contact centers and real-time analytics.
• Applied mathematical and analytical skills to resolve business issues.

Responsibilities

• Serve as WFM technology Subject Matter Expert.
• Develop financial models and create reports for leadership.
• Forecast call volume, handle time, and staffing needs across channels.
• Audit statistical data and assess staffing requirements.

Skills

ACD knowledge

IEX Total View

MS Excel

MS Access

Avaya CMS

Education

Bachelor’s degree in Finance/Math/Stats/IT

High School Diploma or GED

Tools

IEX Total View

Avaya CMS

Job description

AAA Mountain West Group seeks a Forecasting Scheduling and Reports Analyst to oversee scheduling and capacity planning for the Member Services Center. You will act as a WFM SME and collaborate with operations leadership to build models and reports that drive staffing decisions.

The role requires expertise in call center forecasting, time series analysis, and Erlang C, with a focus on accurate workload projections and performance insights. Excellent analytics and communication are essential.