Develops and maintains a comprehensive forecasting and scheduling model, using workforce management tool to forecast call volume, create staffing requirements and generate work schedules for access center to meet or exceed service level, abandon rate, and other key performance indicators.
Develops staffing models based on call volume, handle time, shrinkage, attrition, upcoming campaigns, and historical trends to ensure daily indicators are within acceptable ranges.
Prepares both daily and long-term staffing requirements and adjusts schedules based on dynamic needs.
Studies real-time and historical data to modify forecasting; strives for continuous improvement in forecasting and staffing.
Conducts periodic audits and reviews to confirm the accuracy and integrity of forecasts and schedules.
Leads processes for shift bids, vacation shift bids, shift swapes, time-off requests, and requests for overtime.
Maintains a local database to manage employee information, performance trends, and other related data.
Maintains and provides budget-related data, including projected FTE requirements, employee turnover rate, shrinkage rate, abandon rate, call volume, and attrition rate.
Customizes reports and dashboards in Verint, Microsoft Excel, and other systems.
Assists the real-time adherence analyst/intraday coordinator to ensure team members are following schedules and meeting service level and abandonment goals.
Assists in the processes of identifying call volume trend changes, conducting attendance management, and intaking PTO requests.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

1 yr of Workforce Management exp in Contact Center
1 year Data Analytics exp (Extract Data, Generate Report, Clean up Data)
Prior exp with workforce management tools - Verint
Advanced Microsoft Excel skills Clean up data, create table, V Lookups, Pivot tables
Bachelors degree 5 years exp in workforce management can substitute for bachelors

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.