Job Description
Workforce Management Specialist (Forecaster)
locations
Lynchburg, Virginia
Remote (New Jersey)
Remote (New Hampshire)
Remote (Maine)
Remote (Nebraska)
View All 40 Locations
time type
Full time
job requisition id
REQ-230103
Location
This position is available to Virginia residents as Lynchburg or Richmond, Virginia in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.
Your Role
The Workforce Management Specialist (Forecaster) is responsible for analyzing operational performance in the call centers utilizing workforce management models and systems to ensure optimum statistically valid forecast modeling and operational implementations. Contribute to consistently achieving service level goals by efficient headcount management. Manage 7 capacity models supporting the Long-Term Care Customer Contact Center. Administer workforce management system including, but not limited to, assuring data integrity, updating the data bases supported.
What You Will Be Doing
- Proactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirements.
- Analysis of inputs and trends or variances to ensure accurate planning of all input variables affecting the forecast and staff planning.
- Partner with analytics team to gain understanding of customer behavior through settlement offers while providing expertise to business partners on trends.
- Responsible for analyzing operational performance in the call center utilizing workforce management models and systems to ensure optimum statistically valid forecast modeling and operational implementations
- Understand seasonal, holiday, and others patterns that impact volume accuracies.
- Analysis and support related to change management and projects in a timely and accurate manner.
- Support effective outsourcing and site allocations related to third-party vendor.
- Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of models.
- Maintain forecasting, staff group and skilling information to effectively support scheduling and WFM processes.
- Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices.
- Interface with senior call center leaders to understand the fast-changing business needs and planning risk effectively to ensure effective capacity to demands. Plays critical role in budgeting process by providing headcount data 18-24 months into the future.
- Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
- Update workforce management and other data requirements as needed.
- Seeks and considers differing methodologies for modeling and makes recommendation for improvement if/when enhancements would improve accuracy.
Must Have/What You Bring
- Bachelor’s degree in business, mathematics, statistics, data science (or related field) or equivalent work experience
- Minimum 5 years of Call Center Experience and 2 years in a Workforce Management or similar role
- Demonstrated ability to facilitate and lead meetings/conversations with senior level leadership
- Demonstrated ability to present opportunities for change/enhancement with confidence and effectiveness
- Thorough understanding of key drivers that influence budgeting and staffing decisions within a Call Center
- Advanced technical skills in Excel (formulas, pivot-tables, and modeling)
- Proven experience with data analysis by turning data into practical and usable conclusions
- Demonstrated ability to think outside of the box, to generate ideas for improvement and execute on those ideas
- Excellent communication skills, both oral and written
Nice To Have
- Thorough knowledge of insurance industry
- Prior experience with Verint
- Knowledge of Predictive Analytics Methodology and Staff Modeling
What We Offer
- Opportunity to have real impact on the lives of the people we serve
- Opportunity to work on challenging and rewarding projects
- Opportunity to give back to the communities where we live
- Competitive benefits including:
- Medical, Dental, Vision, Flexible Spending Account options beginning your first day
- Generous Choice Time Off Policy
- 12 Paid Holidays
- 40 hours of volunteer time off
- 401K Account with matching contributions
- Tuition Reimbursement and Student Loan Repayment
- Paid Family Leave
- Child Care Subsidy Program