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Forecaster - Workforce Planning Analyst

Apply Location Atlanta, Georgia Additional Locations: Addison,Texas; Duluth,Georgia; Miami,Florida Requisition Number R-88367

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 Role

  • You love numbers, data and stats

  • You only use shortcuts in Excel

  • You are naturally geared towards identifying trends, finding patterns and solving complex problems

  • You treat others with dignity and respect while delivering results

  • You are comfortable dealing with multiple priorities

  • You are a thinker and doer all at the same time

  • You go above and beyond in your role because you want to, not because you have to

What You Will Like

  • The people – we care

  • The diversity - every day is different

  • The excitement – we focus on ‘What Matters Most’ to our customers

  • The difference in the value Assurant places on strong leadership

  • The opportunity to learn, grow and advance within our fortune 500 global company

  • Competitive salary

The Details

The 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 24 hours a day

  • Review historical metrics used to forecast daily to real-time metrics to constantly update historical data

  • Analyze key performance metrics against forecast and reconciles the variances monthly.  Responsible for capacity planning and what if scenarios

  • Develop relationship with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecasting

  • Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle.

  • Provide daily reports on assigned campaigns that measure effectiveness of forecasting as needed.  Participate in projects as team member to obtain marketing projections for new and existing campaigns.  Relays relevant information to the CCO Command Center

  • Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses

  • Assist the Command Center with allocation of call volume when necessary

What You Should Know About Us

  • Assurant, Inc. helps people protect what matters most to them

  • We have been around for a while with our roots tracing back to 1892

  • We are a Fortune 500 company employing approximately 15,000 people in 21 countries

  • We provide specialty protection products and related services to safeguard against risks

Basic Qualifications

  • Bachelor’s degree or equivalent experience preferred

  • 2 + years of experience working in a contact center environment with at least 2 years of workforce management experience

  • Broad knowledge of Aspect eWFM in a virtual call center environment (is a plus)

  • Superior organizational skills, including ability to manage multiple, complex projects simultaneously

  • Strong Statistical background

  • Knowledge of Automated Distribution Software and applications

  • Experience in building and maintaining relationships with various levels throughout an organization

  • MS 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 environment

  • Excellent written and verbal communication skills.

  • Proven ability to drive quantifiable business results

  • Excellent collaboration skills, team-oriented working style

  • Ability to work independently and achieve results under time pressure

#AssurantProudSD

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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.