[Hiring] Forecaster @Assurant

Role Description

A Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are properly staffed to meet the needs of our clients and customers. As a Forecaster, you find patterns and analyze trends to make forward-thinking business decisions.

Why You Should Consider This Role

• You love numbers, data, and stats.
• You only use shortcuts in Excel.
• You are naturally geared towards identifying trends, finding patterns, and solving complex problems.
• You treat others with dignity and respect while delivering results.
• You are comfortable dealing with multiple priorities.
• You are a thinker and doer all at the same time.
• You go above and beyond in your role because you want to, not because you have to.

What You Will Like

• The people – we care.
• The diversity - every day is different.
• The excitement – we focus on ‘What Matters Most’ to our customers.
• The difference in the value Assurant places on strong leadership.
• The opportunity to learn, grow, and advance within our Fortune 500 global company.
• Competitive salary.

Duties and Responsibilities

• 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 to 24 hours a day.
• Review historical metrics used to forecast daily to real-time metrics to constantly update historical data.
• Complete staffing analysis and plans for budgetary purposes, including but not limited to complex "what-if" scenarios related to potential new client relationships (RFPs), efficiency scenarios, Digital First initiatives, etc.
• Develop relationships with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecasting.
• Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle.
• Provide daily reports on assigned campaigns that measure effectiveness of forecasting as needed.
• Participate in projects as a team member to obtain marketing projections for new and existing campaigns.
• Relay relevant information to the WCC (Workforce Central Communications).
• Carry out reporting assignments of a complex nature and make recommendations based on analysis to drive increased staff utilization and reduce expenses.
• Assist the Command Center with allocation of call volume when necessary.

Qualifications

• 5+ years of work experience, ideally in a contact call center environment.
• 2+ years of experience in forecasting workforce management business projections.
• Strong experience working with SQL, Advanced Excel, and creating forecast models.
• Bachelor’s degree or student in related fields (Data analytics, engineering, computer science, mathematics, etc.) is desired.

Requirements

• Experience with NICE IEX WFM.
• Broad knowledge of Aspect eWFM in a virtual call center environment.
• Avaya and/or Rockwell Automated Call Distributor experience.
• Candidates in Eastern or Central time zones are preferred.
• Superior organizational skills, including the ability to manage multiple, complex projects simultaneously.
• Strong statistical background.
• Experience in building and maintaining relationships with various levels throughout an organization.
• 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.
• Excellent written and verbal communication skills.
• Proven ability to drive quantifiable business results.
• Excellent collaboration skills, team-oriented working style.
• Ability to work independently and achieve results under time pressure.
• Will need to be able to present to leaders.

Pay Range

$54,600.00 - $90,200.00. Any posted pay range considers a wide range of compensation factors, including candidate background, experience, and work location, while also allowing for salary growth within the position.

Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.