WFM Forecasting Strategist

As a WFM Forecasting Strategist, you'll create and deliver amazing customer experiences, analyze contact volumes, and make recommendations for staffing needs. You'll build relationships with management and clients, drive workforce projections, and plan for contact center operations. Your responsibilities will be time-sensitive and impact the center's environment and variable labor margin. You'll provide accurate workload predictions, budgeting, and planning, and maintain detailed records of volume, handle time, and staffing impacts. You'll also lead monthly forecasting meetings, maintain hiring plans, and ensure forecasting practices and processes are documented and executed within industry standards. You'll be a subject matter expert for the Aspect eWFM application, provide training, develop process documentation, and maintain timelines. You'll also be responsible for system testing and configuration changes, and coordination and relationship management of key stakeholders. You'll work on activities and/or projects as requested by management, and be able to interface with all levels of management including executives. You'll have excellent presentation skills, medium to advanced skills in Microsoft Excel, and a high degree of accuracy and ability to check your own work. You can expect a competitive salary, health insurance, vacation time, and training and development programs. This position requires a high level of professional integrity, confidentiality, and flexibility to work varied shifts. You'll be part of a culture of service, teamwork, respect, and proactive behavior, with opportunities for career growth and diversity.