The College Board
Senior Workforce Management Analyst
The College Board, Chicago, Illinois, United States, 60290
This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/12318964 External Posting Title: Senior Workforce Management Analyst
Internal Title: Senior Forecasting and Reporting Analyst
Division: Operations
Location: Remote
Type: Full time
About the Team
College Board\'s Operations division (122 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board\'s exciting transformation to support delivery of digital assessments.The Customer Engagement department (55 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year.This integrated team serves as the organization\'s \'front line\' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Senior Forecasting and Reporting Analyst you play a critical role analyzing contact center trends, creating models to produce short- and long-term forecasts for staff planning scenarios and budgets, and facilitating regular meetings between the Finance and Operations teams to maintain ongoing budget performance awareness. This role will lead the planning for internal and external call center staffing developing and presenting recommendations to Customer Engagement & Experience leadership to drive performance and meet customer support requirements. The Senior Forecasting and Reporting Analyst will work closely across internal and external call centers to monitor and track results to ensure performance benchmarks and budgets are met. This role is a key contributor to the development and implementation of contact center analytics processes, reports, dashboards, and other tools to transform raw data into actionable business insights for leadership and stakeholders.
In this role, you will:
Forecasting & Cost Modeling (50%)
Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.) across all lines of business.Design, develop and continuously improve forecasting models and tools using historical data and anticipated volume to establish annual, monthly, weekly, and daily forecasts for volume, handle time, shrinkage, attrition, and hiring plans.Evaluate volume forecast against actual demand and trends in order to determine if a re-forecast or other actions are required to meet contact volumes and service goals.Create and manage contact center vendor spend plans and fiscal forecasts.
{=html} - Conduct what-if analysis and other scenario-based analysis and provide insight to Senior Leadership as to impact to staffing and budget. - Gather inputs, analyze trends and seasonality, and create and maintain yearly, monthly, weekly, and daily forecasts. - Monitor budget trends and key operations metrics including overall budget performance, cost of service as a percentage of revenue, cost per contact, and other key division finance measurements, and collaborate with Finance and Operations leaders on management practices.
Strategy & Planning (20%)
Use forecasts to develop staffing strategy and operational planning recommendation. Participate in the execution of the plans.
{=html} - Engage across the Customer Engagement team and our partners to facilitate the development of short- and long-term plans for strategy execution. - Build relationships across internal stakeholders to collect required data and information to develop volume and staffing recommendations to meet customer experience goals. - Participate in regular planning meetings with operational leaders. - Collaborate across internal and external stakeholders to define metrics to measure success. - Drive organizational understanding of staffing needs to support drive a positive customer experience.
{=html} - Oversee review and approval of call center vendor invoices. Track, monitor and report on actual to budget variance monthly.
Reporting & Analytics (30%)
Collaborate with the Customer Engagement & Experience team to build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.Present staffing model recommendations and other data analysis to operational and business partners on a routine basis.
Develop approach to monitor and track results to ensure performance benchmarks are met by internal and external call center teams, e.g., handle time, after call work, speed of answer, etc.
Prepare and deliver meaningful reporting of performance by collecting, analyzing, and summarizing data and trends. Reporting will include key metrics and interpretation of the results, p
Internal Title: Senior Forecasting and Reporting Analyst
Division: Operations
Location: Remote
Type: Full time
About the Team
College Board\'s Operations division (122 ppl) aims to be a world class digital assessment delivery and customer engagement organization that supports millions of students and thousands of test centers, annually. Operations is also leading the College Board\'s exciting transformation to support delivery of digital assessments.The Customer Engagement department (55 ppl) is a combination of teams that support our key constituents, including students, parents, educators, and our state partners representing approximately 2 million contacts per year.This integrated team serves as the organization\'s \'front line\' and represents the voice of the customer, partnering across the organization to help improve the overall customer experience.
About the Opportunity
As the Senior Forecasting and Reporting Analyst you play a critical role analyzing contact center trends, creating models to produce short- and long-term forecasts for staff planning scenarios and budgets, and facilitating regular meetings between the Finance and Operations teams to maintain ongoing budget performance awareness. This role will lead the planning for internal and external call center staffing developing and presenting recommendations to Customer Engagement & Experience leadership to drive performance and meet customer support requirements. The Senior Forecasting and Reporting Analyst will work closely across internal and external call centers to monitor and track results to ensure performance benchmarks and budgets are met. This role is a key contributor to the development and implementation of contact center analytics processes, reports, dashboards, and other tools to transform raw data into actionable business insights for leadership and stakeholders.
In this role, you will:
Forecasting & Cost Modeling (50%)
Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.) across all lines of business.Design, develop and continuously improve forecasting models and tools using historical data and anticipated volume to establish annual, monthly, weekly, and daily forecasts for volume, handle time, shrinkage, attrition, and hiring plans.Evaluate volume forecast against actual demand and trends in order to determine if a re-forecast or other actions are required to meet contact volumes and service goals.Create and manage contact center vendor spend plans and fiscal forecasts.
{=html} - Conduct what-if analysis and other scenario-based analysis and provide insight to Senior Leadership as to impact to staffing and budget. - Gather inputs, analyze trends and seasonality, and create and maintain yearly, monthly, weekly, and daily forecasts. - Monitor budget trends and key operations metrics including overall budget performance, cost of service as a percentage of revenue, cost per contact, and other key division finance measurements, and collaborate with Finance and Operations leaders on management practices.
Strategy & Planning (20%)
Use forecasts to develop staffing strategy and operational planning recommendation. Participate in the execution of the plans.
{=html} - Engage across the Customer Engagement team and our partners to facilitate the development of short- and long-term plans for strategy execution. - Build relationships across internal stakeholders to collect required data and information to develop volume and staffing recommendations to meet customer experience goals. - Participate in regular planning meetings with operational leaders. - Collaborate across internal and external stakeholders to define metrics to measure success. - Drive organizational understanding of staffing needs to support drive a positive customer experience.
{=html} - Oversee review and approval of call center vendor invoices. Track, monitor and report on actual to budget variance monthly.
Reporting & Analytics (30%)
Collaborate with the Customer Engagement & Experience team to build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.Present staffing model recommendations and other data analysis to operational and business partners on a routine basis.
Develop approach to monitor and track results to ensure performance benchmarks are met by internal and external call center teams, e.g., handle time, after call work, speed of answer, etc.
Prepare and deliver meaningful reporting of performance by collecting, analyzing, and summarizing data and trends. Reporting will include key metrics and interpretation of the results, p