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Workforce Management Forecast Analyst

2 months ago

Lakeland, United States WELLDYNE Full time
Job DescriptionJob Description

Summary

We are seeking a highly skilled and experienced Workforce Management Forecasting Analyst to join our team. This role is pivotal in ensuring efficient workforce management within both our contact center and mail order pharmacy operations. The ideal candidate will possess a strong background in forecasting methodologies, data analysis, and workforce optimization strategies tailored to both contact center and mail order environments. This individual will play a critical role in driving operational excellence by accurately predicting staffing needs, providing key statistical analysis, driving staff, and supporting the decision-making processes.

This role is hybrid, requiring onsite presence at our Lakeland office 2-3 days per week, with the flexibility to work remotely on the remaining days.

Essential Duties and Responsibilities

  • Develop and maintain accurate short-term and long-term forecasts for contact center volumes, and mail order volumes based on historical data, seasonality, trends, and other relevant factors
  • Collaborate with stakeholders across departments to understand business objectives, upcoming initiatives, and changes in demand patterns that may impact workforce requirements
  • Utilize advanced modeling and forecasting techniques to predict future workload volumes, staffing needs, and resource allocation requirements
  • Monitor forecast accuracy, identify variances, and continuously refine forecasting models to improve accuracy and efficiency
  • Work closely with Contact Center Operations and Mail Order Pharmacy teams to translate forecasted volumes into staffing requirements, ensuring adequate coverage to meet service level targets while optimizing resource utilization
  • Analyze both queue and agent level performance to identify areas of opportunity and provide recommendations for improvements
  • Provide regular reports and analysis to leadership highlighting KPIs, trends, and actionable recommendations to optimize resources and drive efficiencies

Knowledge, Skills, and Abilities

  • Proficiency in statistical analysis, and advanced Excel skills for data manipulation and modeling
  • Strong understanding of workforce management principles and contact center operations
  • Proficiency in workforce management and telephony tools and software (e.g., Aspect, Verint, NICE WFM, Cisco, AWS Connect, etc.)
  • Excellent analytical skills with the ability to interpret complex data sets, identify trends, and formulate actionable insights
  • Effective communication and collaboration skills with the ability to present findings, influence stakeholders, and drive consensus across cross-functional teams
  • Detail-oriented mindset with a commitment to accuracy and precision in forecasting and analysis
  • Proven ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities and business needs
  • Familiarity with mail order pharmacy processes, prescription fulfillment workflows, and inventory management concepts a plus

Education and Experience

  • Minimum of 3 years of experience in forecasting and operations analysis, with demonstrated expertise in building, maintaining, and evolving forecasting models; ideal experience within workforce planning, supply/demand planning, and/or capacity management.
  • High school degree or equivalent required
  • Bachelor's degree in statistics, data analytics, math, or business management strongly preferred

WellDyne Can Offer You

  • Medical, Dental and Vision Benefits
  • Medical Savings Account Options with Company match
  • 401K after 90 days of employment
  • Employee Assistance Program
  • Life and Supplemental insurance
  • Educational Reimbursement
  • Paid Time Off

Work Environment / Physical Demands

This position is in a typical office environment which requires prolonged sitting in front of a computer. Requires hand-eye coordination and manual dexterity sufficient to operate standard office equipment including operation of standard computer and phone equipment.

EOE M/F/D/V