Workforce Management Forecasting Analyst | Hybrid Warren, MI

TP; Warren (MI); Hybrid; USD 55,000 - 85,000; Full time

Benefits offered by this job

Paid Training

Competitive Wages

Full Benefits

Paid Time Off

Employee Wellness Program

Job summary

Teleperformance in Warren, MI is seeking a Workforce Forecasting Analyst for a hybrid role (60% in office, 40% work at home). You will forecast contact center volumes, build models, and provide actionable insights to improve service levels.

The ideal candidate has 2+ years in forecasting and reporting, with skills in SQL, PowerBI, Excel, and NICE IEX; a degree is preferred. Join a global team dedicated to performance, inclusion, and client success.

Qualifications

• 2+ years of workforce management forecasting and reporting experience.
• Preferred knowledge of SQL, PowerBI, MS Excel, NICE IEX.
• Experience with reporting, forecasting, analytics, and workforce strategies.
• Previous contact center experience preferred.

Responsibilities

• Forecast contact volumes and staffing needs by group and report variances.
• Create and maintain forecast models for center impact.
• Collaborate with internal customers on impact analysis.
• Improve data accuracy by coordinating with data suppliers.
• Develop and maintain forecasting reports and dashboards.
• Support short- and long-term financial forecasts and budgets.
• Identify opportunities to improve service efficiency.
• Deliver insights and recommendations to management.

Skills

Forecasting

Workforce management

Data analysis

Communication

Education

Bachelor's degree or associate's degree in a related field

Tools

SQL

PowerBI

MS Excel

NICE IEX

Job description

Teleperformance 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 410,000 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 program

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 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

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.

Teleperformance is an Equal Opportunity Employer