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Forecasting and Staff Planning Analyst

📁
Call Center/Customer Service
💼
Call Centers
Thanks for your interest in the Forecasting and Staff Planning Analyst position. Unfortunately this position has been closed but you can search our 833 open jobs by clicking here.

 

 

 

Job Summary:

 

Responsible for effectively forecasting call volumes and Associates requirements to provide optimal staffing to support contractual goals. Define short and long-term call volume and staffing projections based on customer requirements and historical trends.  Responsible for staffing levels and ensuring Neiman Marcus is staffed correctly to handle the volumes as forecasted internally as well as outsourced.

 

 

 

Responsibilities:

 

  • Ensure 90 day rolling forecast is in place for the business and forecast for 180 days are trended for Capacity analysis. Work with all level of management in establishing the 90-day rolling forecast.

  • Consult with Ops Managers and other departments to better understand business influences.

  • Develop short-range call volume and staff forecasts based on Long range requirements and historical trends for business segments. Prepare forecast and staffing analysis based on actual call volumes and client forecast.

  • Accurately forecast Monthly & Weekly volumes based on historical information and known future changes to the business plans.

  • Analysis of work volumes and key planning assumptions, ensuring that staffing levels are always sufficient to meet peak demand and maintain performance.

  • Provide Operations Team with call volume and staffing projections on a weekly basis according to 30-60-90-day forecast.

  • Interpret and analyze information from historical data as well as marketing to project staffing requirements for new and existing businesses.

  •  Assist in analysis of hiring requirements with respect to attrition; call demand, and business growth.

  • Turn volumes into accurate and meaningful FTE requirements and meaningful insight to WFM and Operations teams to achieve service levels

  • Measure and report performance versus actual proactively, and in a timely manner, to the business and Sr. Leadership

     

 

 

 

Skills/Experience Required:

 

  • Strong organizational and analytical skills with excellent attention to detail.

  • Ability to work multiple projects concurrently.

  • 6+ Years of experience in Contact Center Operations; 4+ Years in Workforce Management

  • Excellent understanding of Workforce Management concepts & Techniques

  • Excellent Trend Analysis Skills

  • Excellent Communication skills

  • Excellent Math Skills

  • Strong knowledge of MS-office Package

 

 

 

Additional Attributes Desired:

 

  • Previous experience in a retail customer service and/or call center environment.

  • Aptitude and eagerness for learning new technologies.

  • Ability to work well with others, to listen effectively, and share necessary information.

  • Composes and communicates materials and information that is clear, concise and appropriate to the audience.

  • Ability to adapt in a regularly changing environment

  • Dependable and trustworthy

 

 

 

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
If you have a disability under the Americans with Disabilities Act or similar law, and you need assistance in accessing our Career Center or wish to discuss potential accommodations related to applying for employment at our Company, please contact ApplicantSupport@NeimanMarcus.com.
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