Forecasting Analyst

Job Category:  Customer Support/Client Care Career Level:  Manager (Manager/Supervisor of Staff) Job Summary Work with business segments, Operations and Vendor Management to evaluate all aspects of call forecasting. Define short and long-term call volume and staffing projections across multiple sites for call types based on customer requirements, historical and future trends. Essential Job Functions • Understanding key call center metrics and processes. • Ability to work with minimal guidance in a time critical environment. • Creates long term, interim and short term forecasts for inbound/outbound and sales volume. This responsibility involves daily, weekly, monthly, and yearly forecasts for a multi-call center environment. • Define short and long-term projections across multiple sites for call types based on changing business needs, historical and future trends. • Responsible for creating forecasts for use in developing schedules utilizing workforce management software. • Maintain and analyze records of actual volumes compared to forecast and recommend changes to enhance productivity and customer satisfaction. • Maintain and analyze records of actual volumes compared to forecast and recommend changes to enhance productivity and customer satisfaction. • Responsible for maintaining staffing and headcount records, and developing hiring plans for long and short range planning efforts. • Provide capacity planning of all call centers for staffing and long range strategic facility planning. • Maintain detailed records of call/skill set statistics and call arrival patterns to maximize forecasting accuracy capability, ensuring cost effective labor utilization. • Works closely with project managers to ensure sound business decisions are made to coordinate staffing plans and cost projections. • Utilize workforce management applications and statistical analysis to produce and manage forecasting models which result in attainment of service standards at lowest possible cost. • Responsible for providing and communicating forecast to actual variance analysis to senior level management. • Conduct multi-layered “what if” scenarios to assess volume, staffing, performance and cost impact to changes in the business. • Ability to adapt quickly to changing business needs and processes. • Understanding key call center metrics and processes. Additional Requirements (Would like to have but not a requirement) • MS Access Education • 4 year degree or a combination of education and experience. Specific Requirements (Technical Knowledge, Software, Etc.) • Excellent verbal and written skills. • College degree or equivalent business experience in a large call center operation support environment. • Previous call center forecasting experience preferred. • Working knowledge of eWorkforce Manager, IEX, or similar workforce management software required. • Working knowledge of IVR, CTI, and ACD call center technology platforms. • Must have demonstrated analytical background and skills. • Flexible with work hours. • 1-3 years relevant experience in multi-site call center support environment • Workforce Management software experience. • Strong PC and MS Office skills. For quick consideration apply here Vonage The Broadband Phone Company service is redefining communications by offering consumers and small business- VolP Internet phones, an affordable alternative to traditional telephone service. Vonage America Inc. provides VOIP services, including account subscription, maintenance, billing and customer care, and is a wholly owned subsidiary of Vonage Holdings Corp. Vonage®, Vonage The Broadband Phone Company® and Vonage Digital Voice® are registered service marks owned by and used under license from Vonage Marking Inc. a wholly owned subsidiary of Vonage Holdings Corp. Using these and other intellectual property such as logos, slogans, trade dress, and graphic symbols on packaging, products, or services requires express written permission from Vonage Marketing Inc. © 2001 - 2005, Vonage Marketing Inc., All Rights Reserved.