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Forecaster II

Employer
Assurant
Location
Atlanta, Georgia
Salary
Not Specified
Closing date
Feb 1, 2019

View more

Category
Claims
Job Type
Not Specified
Career Level
Not Specified

Job Details

Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a hourly basis for multiple Contact Centers operating twelve to fourteen hours a day.

Review historical metrics used to forecast daily to real-time metrics to constantly update historical data.

Analyze key performance metrics against forecast and reconciles the variances monthly. Responsible for capacity planning and what if scenarios.

Develop relationship with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecasting.

Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle. Provide daily reports on assigned campaigns that measure effectiveness of forecasting on a hourly basis.

Participate in projects as team member to obtain marketing projections for new and existing campaigns. Relays relevant information to the CCO Command Center.

Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses.

Assist the Command Center with allocation of call volume when necessary.


This job is a Grade 8

Basic Qualifications:


2 years of professional experience.

Experience with workforce management applications (eWFM).

Bachelor's degree or equivalent experience


Other Requirements:


Excellent analytical and communication skills

Computer literate

Knowledge of Automated Distribution Software and applications (Cisco)

MS Office including PowerPoint and Project, MS Access, Database structures, Internet.

Contact Center experience in a multi-center environment. .

Strong statistical background

Works under minimal supervision.

Selects from a variety of established procedures to accomplish assigned tasks

Applies the basic skills learned and begins to develop advanced problem solving skills to the position.

Learns advance analytical techniques.

Some evaluation, originality and ingenuity are required.

Good verbal and written communication skills. Heavy analytical skill-set. .


Preferred Qualification:


3 years of professional experience


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Company

At Assurant, we protect, connect and support major consumer purchases ... like homes, cars, appliances, and phones ... in partnership with industry-leading brands.

The brands people trust ... trust Assurant.

We help our clients connect and protect over 300 million consumers around the world.

We have 125 years of experience, 14,000 employees and operate in 21 countries.

Our unwavering purpose

We protect what matters most.

Our uncompromising values

Common sense, common decency, uncommon thinking and uncommon results guide the way we support our customers and work with each other. guide the way we support our customers and work with one another.

COMMON SENSE

We seek simple, straightforward solutions that keep life running smoothly for the clients and consumers we serve.

COMMON DECENCY

We act with integrity. We treat others with respect, courtesy, and kindness. We’re honest, transparent and committed to doing the right thing.

UNCOMMON THINKING

We're never satisfied with the status quo. We seek diverse perspectives and thrive on challenge. We believe there's always a way to build upon our successes.

COMMON RESULTS

We focus on actionable solutions that deliver measurable results. We approach each challenge with a sense of urgency, striving to exceed every expectation.

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