As a Forecaster at Assurant, you will be instrumental in analyzing historical data, monitoring trends, and developing accurate forecasts to optimize workforce planning and resource allocation within our contact centers - maximizing operational efficiency. You will identify patterns and analyze trends to make forward-thinking business decisions.  Furthermore, you will also use your strategic thinking expertise to provide data for our leadership teams. If you love numbers, data, stats, and identifying complex issues, this is the opportunity for you to continue to expand your career at a Fortune 500 Company! This is a remote opportunity.

What will be my duties and responsibilities in this job? 

• Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a day

• Review historical metrics used to forecast daily to real-time metrics to update historical data constantly

• Analyze key performance metrics against the forecast and reconcile the variances monthly.  Responsible for capacity planning and what-if scenarios

• Use statistical models and workforce management software to create reports and identify trends

• Develop relationships with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc., to ensure accurate forecasting

• Analyze and report the effects of various marketing initiatives/campaigns by marketing vehicle.

• Provide daily reports on assigned campaigns that measure forecasting effectiveness as needed.  Participate in projects as a team member to obtain marketing projections for new and existing campaigns.  Relays relevant information to the CCO Command Center

• Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses

• Assist the Command Center with the allocation of call volume when necessary

What are the requirements needed for this position? 

• Bachelor’s degreein Statistics, Mathematics, Economics, Finance, Business Administration, or a related field

• A minimum of 3 years of Workforce Management experience, ideally in a contact call center environment

• A minimum of 2 years working with SQL, Advance Excel and creating forecast models

• Broad knowledge using WFM software such as NICE, Verint, or Aspect for data analysis and workforce optimization

• Excellent written and verbal communication skills

• Proven ability to drive quantifiable business results

• Excellent collaboration skills, team-oriented working style

• Statistical expertise is a plus

What other skills/experience would be helpful to have? 

• Superior organizational skills, including the ability to manage multiple complex projects simultaneously

• Knowledge of Automated Distribution Software and applications

• MS Office including PowerPoint and Project, MS Access, Database structures, Crystal Report Writer, Internet

• Self-starter, self-disciplined, and target-focused but able to work in a matrixed environment

• Ability to work independently and achieve results under time pressure

• Will need to be able to present to leaders

• Broad knowledge of Aspect eWFM in a virtual call center environment

• Avaya and or Rockwell Automated Call Distributor experience is a plus

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