Workforce Management Forecasting Analyst

Teleperformance; Warren (MI); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Paid training

Competitive wages

Full benefits (Medical, Dental, Vision, 401k and more)

Paid time off

Employee wellness and engagement programs

Job summary

Teleperformance is seeking a Workforce Management professional in Warren, MI for a hybrid position. This role involves forecasting contact volumes, collaborating on data analysis, and developing forecasting models to drive operational efficiency. The ideal candidate has a Bachelor's degree or relevant experience, with at least 2 years in workforce management, and strong skills in SQL, Power BI, and reporting. Teleperformance offers competitive wages, full benefits, and paid training.

Qualifications

• Bachelor's or Associate's degree preferred, relevant experience accepted.
• 2+ years of workforce management, forecasting, and reporting experience (not accounting forecasting).
• Experience with reporting, forecasting, analytics, workforce strategies is required.

Responsibilities

• Forecast contact volumes and staff requirements, reporting actual vs. forecasted.
• Create and maintain forecast models for Contact Center operations.
• Collaborate with internal customers for impact analysis on changes.
• Develop reporting tools to analyze forecasting trends.

Skills

Workforce management

Forecasting

Reporting

Data analysis

SQL

Power BI

MS Excel

Contact center experience

Education

Bachelor's/Associate's degree or relevant experience

Tools

SQL

Power BI

MS Excel

Job description

Overview

TP is a global digital business services company that delivers advanced, digitally powered services to help brands streamline operations in meaningful and sustainable ways.

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

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

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 internal customers on impact analysis for proposed Contact Center changes
• Collaborate with data suppliers to the forecast models to understand and 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 Center volume and handle time
• Heavy reporting duties after forecasting the data for the Contact Center line of business
• Assist with reporting and create innovative ways to look at data

Qualifications

• Bachelor's/Associate's 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, Power BI, MS Excel, NICE IEX
• Experience with reporting, forecasting, analytics, workforce strategies
• Previous contact center experience preferred

TP is an Equal Opportunity Employer.