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Progrexion Teleservices Forecasting Manager - Workforce Management in West Valley City, Utah

Progrexion is a leader in the Financial Services industry and is dedicated to consumer advocacy and helping people navigate their financial wellbeing by educating and helping them with their credit. Progrexion is looking for a Forecasting Manager within our Workforce Management Department who has the ability to learn quickly and support our Forecasting and Planning efforts of our credit repair brands (Lexington Law Firm and CreditRepair.com).

The Forecasting Manager is responsible to develop and maintain accurate operational forecasts for all customer contact channels; which include In-bound and Out-bound Phone, Chat, SMS, and email channels, along with other strategic customer initiatives. This is a “hands-on” forecasting leadership position and the successful candidate will have direct operational experience demonstrating their ability to build and provide both short and long term forecasts. This individual will develop accurate forecast models by utilizing various data sources, forecasting tools, industry techniques and methodologies.

Responsibilities:

  • Accountable for developing accurate operational forecasts by collecting, validating, and analyzing operational data

  • Generate forecast and staffing requirements for all customer channels and contact center departments

  • Forecast on an intra-day, daily, weekly, monthly, and annual basis for all workgroups, and compare actual results to forecast, providing recommendations and identifying opportunities for improvement

  • Conduct analysis of distribution patterns of workload and volume by interval by day, week, and month

  • Strong verbal and written skills with demonstrated ability to communicate complex and technical concepts in general terms to broad audiences

  • Analyze forecasting data to assist in developing action plans to remedy any service level gaps

  • Forecast required staff by 30 minute intervals to achieve service level objectives for all workgroups

  • Manage and analyze operational and workforce data to review and re-forecast requirements as necessary

  • Develop staffing plans with appropriate lead times to ensure staffing levels are achieved on a weekly, monthly, and annual basis

  • Proactively communicate to the business any internal and/or external changes that could impact volumes

  • Identify volume drivers and quantify impact to workload

  • Establish a regular cadence with business leaders to communicate performance, forecasts, insights, and recommendations

  • Partner with business leaders to provide analysis and recommendations based on forecasted volume and performance

Qualifications:

  • Bachelor's degree in Finance, Business, or related field, or an equivalent combination of education and work experience.

  • 3-5 years personal experience in a forecasting role within a multi-channel contact center environment

  • High degree of personal accountability, drive, passion, initiative, and integrity

  • Advanced Excel skills and experience in advanced formulas, formatting, conditional formatting, advanced charting, pivot tables reporting

  • Demonstrated ability to understand overall Operations service needs/challenges

  • Ability to be responsive to changing business needs, manage and prioritize concurrent assignments

  • Ability to communicate complex concepts effectively

  • Strong analytical abilities in reviewing data and trends

  • Proven leadership, organization, and time management skills

  • CMS experience; use of Avaya Products

  • Workforce Management tools experience; usage of Verint WFM tools

  • Avaya Proactive Dialer experience

IND123

ID: 2020-3722

Created Date: 6/29/2020

Street: 2850 S Decker Lake Drive

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