Workforce Management Forecasting Analyst

Teleperformance USA; 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 USA is seeking a Workforce Management Specialist for a hybrid role in Warren, MI. The role involves forecasting contact volumes, maintaining models, and collaborating with internal customers. Candidates should have at least 2 years of relevant experience in forecasting and reporting, with skills in SQL, PowerBI, and MS Excel preferred. Teleperformance values a supportive work environment and is committed to inclusion and diversity. Benefits include paid training and competitive wages.

Qualifications

• 2+ years of workforce management forecasting and reporting experience required.
• Relevant experience accepted in lieu of degree.
• Knowledge in SQL, PowerBI, and MS Excel preferred.

Responsibilities

• Forecast contact volumes and report on actual vs. forecasted metrics.
• Maintain forecast models for Contact Center impacts.
• Collaborate with internal teams on impact analysis.

Skills

SQL

PowerBI

MS Excel

Workforce strategies

Analytics

Education

Bachelors/Associates degree

Tools

NICE IEX

Job description

Category: Workforce Management

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 balanced high-tech and high-touch approach blended with deep industry and geographic expertise, we make people's lives simpler, faster, and safer. We help companies adapt quickly to changing needs, and are inspired to deliver only the best 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 is a 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.

Your 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 contact 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

Qualifications

• Bachelors/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

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.