Job Details

Unleash your strategic potential with a highly-respected, privately-owned, financial services national company as a Remote Workforce Management Forecasting Planner Analyst. Currently it is slated as a critical 3-month contract. It may extend and if all the stars align, there may be a possibility to transition to a permanent employee. The focus of the role is on optimizing our omnichannel contact center operations. In this high-impact role, you will be responsible for creating accurate short-term forecasts to design efficient schedules for shifts, breaks, and time off, ensuring we consistently achieve Service Level goals. You will drive efficiencies by identifying critical staffing intervals, pioneering best practices in an omnichannel environment, and leveraging your analytical skills to create cutting-edge Business Intelligence (BI) reports that turn data into actionable insights. If you possess a strategic mindset, proficiency in Excel, and the ability to work independently to manage competing priorities, this is your opportunity to master resource optimization and make a significant operational difference.

salary: $35 - $38 per hour
shift: First
work hours: 7 AM - 3:30 PM
education: Bachelors

Responsibilities

• Be the Scheduling Strategist: Design and implement accurate short-term forecasts to build efficient schedules for shifts, breaks, lunches, and time off, ensuring our contact center is always staffed for success.
• Drive Service Level Achievement: Proactively analyze critical staffing periods, identify potential gaps, and develop real-time solutions to guarantee excellent service levels across all interaction channels.
• Pioneer Omnichannel Best Practices: Define and implement innovative ways of working within an omnichannel environment, establishing new performance indicators to optimize agent expectations and efficiency.
• Unleash the Power of Data: Create cutting-edge Business Intelligence (BI) reports by consolidating and leveraging new data sources to provide actionable insights that drive significant operational efficiencies.
• Master Resource Optimization: Oversee and optimize all workforce management activities, including analyzing consumer demand, building robust forecasts, and managing resource allocation and schedule compliance.

Skills

Workforce Management (2 years of experience is required)

Forecasting of Call Center (2 years of experience is required)

Analytical Thinking (2 years of experience is required)

Excel Skills (4 years of experience is required)

Variance Analyst (2 years of experience is required)

Excel Pivot Tables (2 years of experience is required)

Dashboard Building (2 years of experience is preferred)

Forecasting Model Exp (2 years of experience is required)

Strategy Planning

Qualifications

Years of experience: 3 years

Experience level: Experienced

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Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact ...@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.