Command Center Forecaster

Command Center Forecaster – United States – Assurant

A Command Center Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are staffed to meet the needs of our clients and customers. What does that mean? Here at Assurant, our Command Center is the backbone of multiple internal clients within our support centers. As a Forecaster, you find patterns and analyze trends to make forward-thinking business decisions.Why You Should Consider This RoleYou love numbers, data, and statsYou only use shortcuts in ExcelYou are naturally geared towards identifying trends, finding patterns, and solving complex problemsYou treat others with dignity and respect while delivering resultsYou are comfortable dealing with multiple prioritiesYou are a thinker and doer all at the same timeYou go above and beyond in your role because you want to, not because you have toWhat You Will LikeThe people – we careThe diversity – every day is differentThe excitement – we focus on ‘What Matters Most’ to our customersThe difference in the value Assurant places on strong leadershipThe opportunity to learn, grow, and advance within our Fortune 500 global companyThe DetailsThe Workforce Analyst/Forecaster will have the following primary duties

: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 dataAnalyze key performance metrics against forecast and reconciles the variances monthly. Responsible for capacity planning and what-if scenariosDevelop relationships with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecastingAnalyze and report effects of various marketing initiatives/campaigns by marketing vehicle.Provide daily reports on assigned campaigns that measure the effectiveness of forecasting 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 CenterCarry out reporting assignments of a complex nature. Make recommendations based on analysis to drive increased staff utilization and reduce expensesAssist the Command Center with allocation of call volume when necessaryWhat You Should Know About UsAssurant, Inc. helps people protect what matters most to themWe have been around for a while with our roots tracing back to 1892We are a Fortune 500 company employing approximately 15,000 people in 21 countriesWe provide specialty protection products and related services to safeguard against risksBasic QualificationsBachelor’s degree or equivalent experience preferred2+ years of experience working in a contact center environment with at least 2 years of workforce management experienceBroad knowledge of Aspect eWFM in a virtual call center environment (is a plus)Avaya and or Rockwell Automated Call Distributor experience (is a plus)Superior organizational skills, including the ability to manage multiple, complex projects simultaneouslyStrong statistical backgroundKnowledge of Automated Distribution Software and applicationsExperience in building and maintaining relationships with various levels throughout an organizationMS 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 environmentExcellent written and verbal communication skills.Proven ability to drive quantifiable business resultsExcellent collaboration skills, team-oriented working styleAbility to work independently and achieve results under time pressure

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