Forecast Analyst Ii

**Forecast Analyst II Job Description**

**Job Summary**:Work with Contact Center Management and Workforce Planning to evaluate all aspects of call volume and staff forecasting. Define staffing required for all major and minor accounts within designated site(s) for rolling ninety-day time horizon.

**Essential Duties and Responsibilities **include the following. Other duties may be assigned.
- Consult with Workforce Planning and other operations staff to define forecasting requirements for multiple sites to meet call center
- Analyze call arrivals, business growth, staffing and attrition forecast to provide assistance in planning hiring requirements within multiple sites. Work closely with each site management, human resources and training teams to determine impact to existing headcount, recruitment, and
- Track daily call volume on key accounts and report on variance to client’s official
- Prepare a forecast analysis based on actual call volumes versus client
- Responsible for developing call volume and staff forecasts based on customer requirements and historical trends as
- Perform weekly capacity count and project future real estate needs by client base on forecasting
- Participate in budget and planning process as assigned including ad-hoc requests for RFP (Requests for Pricing).
- Ensures Prepares chart, diagrams, and other reports to assist in scheduling, and/or forecasting as
- Identifies and implements modifications to Aspect or other workforce management systems to keep them updated, reliable, and accessible to authorized users.
- Supervisory Responsibilities: This job has no supervisory

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

**Qualifications**:The requirements listed below are representative of the minimum knowledge, skill, and/or ability required to qualify for performing the job.

**Travel**:May be required for this position as business needs dictate.

**Education and/or Experience**:Four-year college or university degree in relevant program; or four or more years related professional-level experience and/or training; or equivalent combination of education and experience. Knowledge of queuing theory, call center metrics and forecasting.

**Language Skills**:Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from clients, customers, and employees.

**Reasoning Ability**:Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

**Computer Skills**:To perform this job successfully, an individual should have demonstrated knowledge of spreadsheet (Excel), word Processing (Word), Aspect Workforce Management, ACD and Reporting software.

**Physical Demands**:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand and use hands to finger, handle, or feel.

Employee must maintain regular and acceptable attendance at such levels as determined at Telvista’s sole discretion. The employee must be available and willing to work on-site and for such hours per day or hours per week as Telvista determines is necessary or desirable to meet its business needs.

Telvista is an Equal Opportunity Employer

Pay: $250,000.00 - $290,000.00 per year

**Experience**:

- SQL: 2 years (required)

**Language**:

- English (required)

Work Location: Remote