Easter Seals Jobs

• Forecast demand, allocations and requirements up to 3 years in advance .

• Facilitate monthly meetings to discuss trends, projections, and to create a plan of action to meet contact center metrics.

• Develop and customize manual forecasting spreadsheets to be used with the WFM software in producing long-term forecasts.

• Capture, store, and report statistics and offer solutions to stakeholders.

• Complete root cause analysis to determine and quantify reasons for short- and long- term forecast variance and recommends changes to enhance forecast accuracy and effectiveness.

• Partner with other teams to understand the key drivers for volume and AHT and incorporate into forecasting and planning.

• Identify and research service level risks for problem resolution and management notification.

• Communicate necessary adjustments of workforce requirements based on changing the forecast and re-forecasting when necessary.

• Maximi ze efficiency of resources for all impacted departments and by offer ing staffing solutions to provide adequate coverage.

• Build relationships with internal customer groups, various levels of management, and multiple functions and groups to understand the key drivers and incorporate into forecasting and planning .

• Assist with New Hire Training , and c omplete adhoc reporting requests.

• Identif y and recommend process improvement opportunities to improve productivity, performance and customer satisfaction.

• Serve as back-up for real-time management , scheduling , and short-term forecasting responsibilities .

• Coach, mentor and facilitate sharing of best practices with peers and WFM SME resources as necessary.

• Demonstrate professional behavior, teamwork, punctuality, dependability, and adherence to company policies & procedures.

• Perform other tasks/projects assigned by the immediate superior

  Job Qualifications:

• Must have a Bachelor’s degree

• Must have experience using WFM software (specifically Verint), Avaya CMS, and other contact center tools

• Highly proficient in Microsoft Word, Excel and PowerPoint

• Familiarity with the BPO or Shared Services industry as well as its key operational metrics, targets, best practices, benchmarks, etc.

• Strong interpersonal skills and can easily build and sustain trust-based relationships with all levels of the organization

• Good communicator and strong presentation skills

• Strong analytical, quantitative and deductive reasoning skills

• Demonstrated experience defining and/or creating reports on performance and key metrics

• Ability to think critically; looks beyond symptoms to identify causes of problems and potential trends

• Ability to work with leadership teams to translate data into action steps and reporting solutions

• Process mapping, workflow development and process documentation experience desirable

• Lean, Six Sigma, COPC knowledge and/or demonstrated process improvement expertise a plus

• Willing and able to work on a flexible shift to meet business needs

  LexisNexis, a division of RELX, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.

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