Workforce Analyst, Call Center (Hybrid - Warren, MI)

A partner of The Mom Project in the automotive industry is seeking a contract Call Center Workforce Analyst to help support their business needs.

This role will forecast contact volumes at the interval, daily, weekly, and monthly levels, handle times, staff requirements, and other production metrics by group, and report on actual vs. forecasted volumes.

Responsibilities:

• 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 findings to management
• Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, new tools, and process improvement opportunities
• Work with the business to develop short-term and long-term financial forecasts and budgets
• Generate innovative solutions to drive financial savings and hold business partners accountable for achieving results
• Provide variance analysis on forecast performance
• Develop and maintain reporting tools that help analyze forecasting trends

Skills and Qualifications:

• Bachelor's/Associate's highly preferred but not a requirement – relevant experience is also accepted
• 2+ years of non-accounting forecasting/reporting experience
• Reporting/Forecasting/Analytics
• Workforce Strategies/Previous Call Center experience
• MS Excel experience
• Minitab, Clarabridge, SQL, and Power BI experience preferred

Hours and Location:

Hybrid in Warren, MI

• Monday: Work from home
• Tuesday-Thursday: On-site work
• Friday: Work from home

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.