WFM Forecaster at Voya Prime Rate Trust in Chandler, AZ

Workforce Management Forecaster

This position is responsible for the development of business staffing plans/models and forecasting workloads for both contact call center and back-office operations. Analyzes workload and staffing impacts and assesses operations for recommendations for increased performance of organizational goals. Works with WFM Director on integrating forecasts into both financial/strategic goals as well as tactical execution.

RESPONSIBILITIES

• Provides forecasting for primarily inbound volumes to achieve overall results.
• Collects and maintains data associated with long-range & short-term capacity/forecasting models
• Works directly with business to determine future business plans that will impact staffing and provides staffing models to prepare for changes.
• Completes analysis to provide insight into business solutions.
• Interfaces with multiple groups including (Operations, Contact Center Management, Training, and Quality) to ensure contact center meets performance goals.
• Performs and develops strategic analysis of workforce management real time activities to help support business goals.
• Produces data/statistical-driven analysis and reporting to solve business problems.
• Engages in business initiatives to ensure the impact of changes will be measurable.
• Supports monthly forecast error analysis. Documenting all assumptions that go into the forecast and along with forecast critical information about our products and customers.
• Leads forecast meetings for assigned businesses.

Knowledge, Skills and Abilities:

• 5+ years prior experience in Call Center environment
• 2+ years’ workforce management, preferably in forecasting role
• Advanced Excel/Access skills highly desired
• Advanced NICE WFM (IEX) highly desired

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Critical Skills

At Voya, we have identified the following critical skills which are key to success in our culture:

• Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
• Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
• Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
• Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
• Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.