Forecasting Analyst, Workforce Management

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To achieve the ambitious objectives of our recently acquired company in Itasca (Roadside Protect Inc.), we are looking for a Forecasting Analyst to join our Workforce Management team. Roadside Protect is a strong provider of towing and roadside administration services in the U.S. and Canada, and we are committed to delivering an excellent emergency roadside assistance experience for our customers. By connecting both companies, Roadside Protect's deep regional industry knowledge is brought together with Bosch’s technology and service expertise, and global service setup.

Indefinite U.S. work authorized individuals only.  Future sponsorship for work authorization unavailable.

Position Summary: The Forecasting Analyst, reporting to the Workforce Manager, is responsible for anticipating future contact center workload and converting those forecasts into clear, actionable staffing and operational requirements that enable the business to achieve established service levels, cost objectives, and efficiency goals. This role oversees the design, maintenance, and delivery of accurate and actionable reporting and analytics to enable Operations and Workforce leadership to make informed, data-driven decisions.

ONSITE ROLE - NO REMOTE POSITIONS AVAILABLE. 

General Position Responsibilities:

In detail, the general tasks, and objectives of this position are:

• Consolidate data from multiple systems for reporting.
• Build and maintain consistency in standard dashboards
• Create daily, weekly, monthly standardized reports covering KPIs such as adherence, occupancy, shrinkage, utilization, FTE, volume, AHT, SLA, attrition, and more.
• Identify and report trends in KPIs.
• Identify and execute opportunities to automate reporting or enhancement of models.
• Create custom ad-hoc reports upon leadership or client requests.
• Conduct variance analysis monthly on plan versus actual and quantify root causes on performance variances. Identify variance drivers.
• Perform monthly cost analysis. Support budgeting analysis.
• Develop and maintain short, mid, and long-term forecast, specifically daily, weekly, monthly, and annual.
• Evaluate historical seasonality, impacts (weather impacts, system outages, launches), campaigns, etc. Properly document for future forecasting.
• Keep WFM tool updated with current forecast.
• Collaborate with cross-functional teams.
• Perform other duties as assigned.

• Bachelor’s degree in business administration, statistics or related field; or equivalent experience in Workforce Management or contact center analytics.
• At least 3 years’ experience in similar roles, prior experience in contact center or call center industry.
• Strong analytical and quantitative skills with a high attention to detail.
• Proficiency with Microsoft Excel (Pivot, formulas, data modeling). Experience with BI tools is a plus.
• Experience with WFM tools.
• Agile mindset, comfortable adapting to change and driving innovation.
• Analytical mindset and problem-solving skills.
• Experience managing and interpreting large volume of data.
• Proactive, results oriented and capable of working independently.
• Excellent organizational & communicative skills with the ability to manage multiple priorities and deadlines presenting insights clearly and effectively.

All your information will be kept confidential according to EEO guidelines.