Workforce Planning Forecasting Analyst-Multiple Locations - SAL018330

The Workforce Planning Forecasting Analyst will be responsible for managing the monthly, weekly, and day to day forecasting for multichannel operations. Ensure strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals. They will be responsible for cross functional collaboration to develop, analyze, and communicate the forecast to key stakeholders across the organization. The role requires deep analytical and work force planning experience to ensure proper planning and staffing.

• Develops long and short-range call volume and staff forecasts based on requirements and historical trends.
• Prepares daily and intra-day level forecast and staffing analysis based on actual call volumes and agent availability using current Workforce Management tool.
• Appropriately forecast and account for growth due to seasonal variations and special events.
• Partner with cross functional team to understand the key drivers of volume and incorporate into forecasting and planning.
• Identifies and researches service level risks for problem resolution and management notification.
• Reviews and prepares trend analysis and tracking functions that will provide insight on how to better manage future projections
• Assist with training of staff on Workforce Management policies and procedures
• Responsible for updating statistical info into WFM modeling software
• Looks for innovative ways to provide analysis to better improve operations across the enterprise
• Partners with care center locations (both internal and external) to coordinate analysis around work force planning
• The person will work in a team environment, but is expected to be able to work independently with limited supervision
• The ability to effectively establish and maintain solid working relationships with resource planners and operations managers is critical to the success of this position

• Bachelor's degree or equivalent work or educational experience
• Minimum of 5 years' experience in a call center environment in a Forecasting capacity
• Experience with one of the following systems is required; Aspect eWFM (preferred), IEX, Blue Pumpkin, or similar forecasting application
• Must be proficient in MS Excel, and have a solid background in all MS Office products.
• Strong analytical and problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies
• Experience presenting reports, forecasts, trends and recommendations to the team and leadership
  Can take a concept, develop a plan, and recommend and implement a solution
• Adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, handling multiple tasks concurrently, and easily adapting to change
• Excellent written, verbal, and interpersonal communication skills
• Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
• Proven ability to interact effectively with people and use decision making skills
• Ability to work well and accept challenges in a fast paced, dynamic organization
• Ability to learn new software programs and systems quickly
• A champion of new ideas

Job : Sales Operations

Location(s) : Illinois-CHICAGO_IL Oklahoma-TULSA_OK, Wisconsin-MADISON_WI, Iowa-MARION_IA, Tennessee-KNOXVILLE_TN, Wisconsin-WAUKESHA_WI

U.S. Cellular® is an EEO employer and gives consideration to qualified applicants without regard to race/color/age/religion/sex/sexual orientation/gender identity/national origin/disability/veteran status, pregnancy or genetic information.