Julia Sutton Email & Phone Number

Godfrey, Il, Us

Alton, Illinois

Provide support to the development of short-term, mid, and long-term operational workload forecasts and determining hour staffing needs. Also develop longer-term workload forecasts to be used for determining mid-to long-term staffing and infrastructure needs for the customer service operation. Provide long- term forecasts to management and product owners in support of future strategic initiatives. Develop and maintain a comprehensive forecasting and scheduling model, using Workforce Management tools to forecast call volume and create staffing requirements for contact centers. Manage forecast results by providing feedback, input and reporting to business partners to develop more scientific and accurate forecasting methodology that will optimize service levels and productivity. Statistically analyze key forecasting drivers and make recommendation for continuous improvements pertaining to standard deviation; trend analysis, coefficient of variance. Building and maintaining forecast and analysis models in Excel based on complex operational data, evaluate potential operational changes, and design new approaches and methodologies. Document and interpret impacts to the forecast and create adjustments to historical data. Conduct workforce simulations/analysis to provide advice regarding the impact of business strategies within contact centers. Perform consolidated gap analysis on initial forecasted plan to actual. Support requirements during budget planning process.