Workforce Management Forecaster

CoRe - Contact Center Program & Project Management Posted: 11-Apr-2022

Same job available in 9 locations

Atlanta, Georgia, United States

Charlotte, North Carolina, United States

Detroit, Michigan, United States

Hermitage, Tennessee, United States

Houston, Texas, United States

Miami, Florida, United States

Nashville, Tennessee, United States

Raleigh, North Carolina, United States

Tampa, Florida, United States

Position summary:

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with other experts in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?

Want to make an impact that matters? Consider Deloitte Global.

Work you'll do

 
As the Global Contact Center (GCC) Workforce Management Forecaster, you will be responsible for forecasting workloads for multiple sites, channels, and lines of business, to forecast resources required to process workloads and meet Global Contact Center service goals, while developing and maintaining reporting and analysis to manage these processes.
 
You will demonstrate a strong understanding of how forecasting staffing requirements translate to the creation of optimal schedules and real-time management.
 
As a Workforce Management Forecaster, you will partner across the WFM team and work closely with key stakeholders to identify actionable insights while working to implement solutions geared toward capacity optimization related to forecasting, workforce scheduling, and continuous improvement.
 
Job Responsibilities:
  • Develop, manage and forecast volume and resource capacity requirements.
  • staffing strategies that consider all possible variables that may affect staffing and call volume projections
  • Utilize data analysis and root cause process assessments to identify inefficiencies and areas of improvement
  • Monitor and analyze call patterns, intra- and inter-day activity and adjust as needed in real time to ensure optimal productivity and efficiency
  • Create scheduling environments that ensure achievement of service level attainment, schedule adherence and other performance impacting goals
  • Align with WFM team in their real-time monitoring of agent adherence and understand impacts to overall performance
  • Forecast the hourly/daily/weekly/monthly call volume to meet established Global Contact Center goals
  • Facilitate WFM project management activities; may lead or participate in project teams for WFM related projects
  • Proactively create and interpret reports for stakeholders, identifying inefficiencies and outlining opportunities for improvement. Analyze and make recommendations for appropriate course of action based on results

What you'll be part of - our Deloitte Global Culture:

At Deloitte, we expect results. Incredible—tangible—results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and implement global strategies and provide programs and services that unite our network.

In Deloitte Global, everyone has opportunities. We see the importance of your perspective and your ability to create value. We want you to fit in—with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out—with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark.

Who you'll work with:

Global CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders.

Qualifications:

 
Education & Experience
  • Knowledge of workforce management tools and concepts including forecasting, and scheduling methodologies
  • Prior Workforce Management Experience with proven success in supporting forecasting, capacity planning, scheduling, real-time management and reporting
  • Ability to work cross functionally and collaborate effectively with business partners as well as ability to navigate complex environments.
  • Demonstrated ability to manage concurrent initiatives and use effective judgment in decision making, prioritization, and time management
  • Excellent relationship management skills
  • Ability to work independently within a cross-functional remote team environment
 Required Technical Skills
  • Prior experience with Genesys Cloud, Avaya, Cisco, IEX, NICE or other ACD phone system
  • Experience with WFM software (Genesys Cloud, Verint, Aspect, NICE, eWFM, etc.)
  • Demonstrated ability to apply workforce management technology and processes within geographically dispersed and disparate operating environments to achieve optimal efficiency and customer satisfaction
  • Excellent analytic ability to work with large data sets from multiple sources and database applications to create solutions and optimize WFM
  • Project Management experience dealing with projects of different sizes

How you'll grow:

Deloitte Global inspires leaders at every level. We believe in investing in you, helping you embrace leadership opportunities at every step of your career, and helping you identify and hone your unique strengths. We encourage you to grow by providing formal and informal development programs, coaching and mentoring, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible.

Benefits you'll receive:

Deloitte’s Total Rewards program reflects our continued commitment to lead from the front in everything we do—that’s why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being needs. We provide the benefits, competitive compensation, and recognition to help sustain your efforts in making an impact that matters.

Corporate citizenship:

Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.