- Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
- Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
- Collaborate with tactical Workforce teams
- Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
- Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activities
- Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology
- Align call demand with agent supply to achieve key performance objectives (service level, utilization, budgeting, etc.)
- Provide long-term forecasts to Operations leaders and product owners in support of future strategic initiatives
- Conduct workforce simulations to provide advice regarding the impact of business strategies within contact centers
- Provide medium- and short-term forecast to account for changes in campaigns or volume disruptors Provide recommendations on adjusting staffing levels based on future business needs.
- Regularly communicate with other units to foster an effective team environment and ensure these areas are aware of issues that may impact their area.
- Provide requirements for staffing, hiring plans and Mandatory training plans to the operations team.
- Analyze historical data for Client volumes and Agent line requirements on complex projects and work with the operations team to get the inputs on staffing requirements, Shrinkage details, Absenteeism & Attrition.
- Develop and run long, medium and short-range forecasts based on operations requirement using different forecasting methods.
- Perform other work as required and assigned.
- Analyzing and providing the data based on the adhoc requests to the management team.
Be aware of employment fraud. All email communications from Ascensus or its hiring managers originate from @ascensus.com or @futureplan.com email addresses. We will never ask you for payment or require you to purchase any equipment. If you are suspicious or unsure about validity of a job posting, we strongly encourage you to apply directly through our website.
Top Skills
What We Do
Ascensus helps millions of people save for what matters—retirement, education, and healthcare. We’re also one of the savings plan industry’s leading providers of outsourced services. Our technology, market insights, and business knowledge enhance the growth and success of our partners, their clients, and savers.
Ascensus is the largest independent recordkeeping services provider, third-party administrator, and government savings facilitator in the United States. For more information, visit ascensus.com.
