Lead Forecasting and Scheduling Analyst

Work Environment:

Neiman Marcus Group’s Customer Care organization maintains a leading presence in a remote contact center environment by enabling all associates the ability to work from home as well as bring your own device options. In addition to remote work enablement, NMG Customer Care also strongly supports exempt employees recognizing the importance of work-life balance in a high performing environment.

Responsibilities of the Position:

• Develop, manage and forecast and special project volume and resource capacity requirements based on business work volume trends, customer demand changes, sales product market changes, and resource utilization
• Provide capacity and process impact analysis to leadership and BPO business partners for short- or long-term initiatives
• Work directly with the Workforce operations team to build 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 waste, 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 financially impacting goals
• Ability to adapt and excel as a team player in a fast-paced and change-oriented environment
• Supports local WFM resources in their monitoring of agent adherence to schedules, breaks, and exceptions, providing reports and making recommendations to Operations Management personnel
• Prepare and disseminate timely and accurate reports to operations management
• Report deficiencies to the operations team in real-time and partake in projects impacting work cycles
• Conduct regular audits of the Call Management and Workforce Management Systems
• Forecast the hourly/daily/weekly/monthly call volume to meet established Contact Center goals (e.g. service level, average speed of answer, average handle time)
• Develop a budget and manage staffing within cost/call budget guidelines
• Facilitate project management activities, may lead or participate in project teams for workforce planning or enterprise-wide initiatives.
• Proactively create and interpret reports for management, identifying inefficiencies and outlining opportunities for improvement
• Analyze and make recommendations for the appropriate course of action based on findings and business justification
• Monitors multi-channel, multi-site, operations to ensure optimal staffing levels
• Completes root-cause analysis to determine and quantify reasons for forecast variance
• Review forecasts on an intraday, weekly, monthly and annual basis for contact centers, and compare actual results to forecasts, identifying opportunities for improvement and implementing solutions

Experience

• 3+ years of call forecasting, data/ trend analysis in an omni-channel call center environment
• Experience in creating and managing forecasts through the use of WFM solutions such as Calabrio, IEX, or other comparable suites
• Understands and can help provide insight on routing designs and changes where needed to better optimize the customer experience
• Exceptional analytical and problem-solving skills with an ability to translate complicated data into meaningful and actionable information
• Advanced reporting experience using Excel/Power BI, Tableau, or other similar solutions
• Understanding of Retail and/or Supply Chain Management environments is a plus