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Forecast Analyst - Workforce Management
WorldLink USUnited Statesfull_timeVerifiedPosted 19 Oct 2024
About the role
TITLE: Forecast Analyst - Workforce Management
POSITION TYPE: Full Time (W2)
LOCATION: Plano, TX
ABOUT WorldLink:
WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.
Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.
We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.
For more information about our craft, visit https://worldlink-us.com .
WHO we’re looking for:
We are looking for a Forecast Analyst - Workforce Management who will be responsible for applying analytical and mathematical abilities to develop accurate forecasts of volumes, average handle times, occupancy, and other metrics as required to support advanced forecasting in a highly complex environment. This position requires a strong background in forecasting, statistics, people management and analytics in contact center environment. You will be responsible for Workforce Management forecasting in highly complex multi-site, multi-skill environments.
Role and Responsibilities:
POSITION TYPE: Full Time (W2)
LOCATION: Plano, TX
ABOUT WorldLink:
WorldLink is a rapidly growing information technology company at the forefront of the tech transformation. From custom software development to cloud hosting, from big data to cognitive computing, we help companies harness and leverage today’s most cutting-edge digital technologies to create value and grow.
Collaborative. Respectful. Work hard Play hard. A place to dream and do. These are just a few words that describe what life is like at WorldLink. We embrace a culture of experimentation and constantly strive for improvement and learning.
We take pride in our employees and their future with continued growth and career advancement. We put TEAM first. We are a competitive group that like to win. We're grounded by humility and driven by ambition. We're passionate, and we love tough problems and new challenges. You don't hear a lot of "I don't know how" or "I can't" at WorldLink. If you are passionate about what you do and having fun while doing it; tired of rigid and strict work environments and would like to work in a non-bureaucratic startup cultural environment, WorldLink may be the place for you.
For more information about our craft, visit https://worldlink-us.com .
WHO we’re looking for:
We are looking for a Forecast Analyst - Workforce Management who will be responsible for applying analytical and mathematical abilities to develop accurate forecasts of volumes, average handle times, occupancy, and other metrics as required to support advanced forecasting in a highly complex environment. This position requires a strong background in forecasting, statistics, people management and analytics in contact center environment. You will be responsible for Workforce Management forecasting in highly complex multi-site, multi-skill environments.
Role and Responsibilities:
- Administration of WFM system(s).
- Track, analyze and report performance.
- Maintain accurate and historical records.
- Manage employee information changes.
- Manage scheduling process(s).
- Communicate with management and operations team to ensure compliance with client and company contact standards.
- Modify call routing and campaigns to ensure contacts are handled and appropriately answered.
- Call out BPO’s as it pertains to occupancy, Utilization, Service Level, AHT.
- Subject to fill-in for other departments based on business needs.
- Perform other duties and assignments as directed.
- Establish and maintain c
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