Workforce Management Forecasting 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

Overview

About TP

TP is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 500,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

Benefits of working with TP include:

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement programs

TP and You

Through a balancedhigh-tech andhigh-touchapproachblended withdeepindustry and geographic expertise, wemake people's livessimpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only thebest in all that we do. You will become a key contributor in making that happen.

Did you know that our Chief Client Officer started her career at TP as an agent and advanced to the pinnacle of the company? At TP, the sky is the limit!

This position isa hybrid role with 60%in office at the Warren, MI location and 40% work at home.Candidates must be able to accommodate a hybrid schedule.

Responsibilities

Your Responsibilities

• Forecast interval, daily,weeklyand monthly contact volumes, handle times, staff requirements and other production metrics by group, and report on actual vs. forecasted volumes

• Create,modify, andmaintainforecast 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 andmaintainreporting tools that help analyze forecasting trends

• OverseeContact Center data in relation to Contact

• Oversee center volume and handle time

• Heavy reporting duties after forecasting the data for the Contact Center line ofbusiness

• Assistwith reporting and creating innovative ways to look at data

Qualifications

Qualifications

• Bachelors/Associates highly preferred but not a requirement – relevant experience isalso accepted

• 2+ years ofworkforce managementforecastingand reporting experience (willnot accept accountingforecasting)

• Preferred knowledge of - SQL,PowerBI, MS Excel, NICE IEX

• Experiencewith reporting, forecasting, analytics, workforce strategies

• Previouscontact center experiencepreferred

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day.We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance.We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging.We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

TP is an Equal Opportunity Employer