A Command Center Forecaster plays an important role in the success of our business, as they are instrumental in assisting our management in making sure we are staffed to meet the needs of our clients and customers. What does that mean? Here at Assurant, our Command Center is the backbone of multiple internal clients within our support centers. As a Forecaster, you find patterns and analyze trends to make forward thinking business decisions.
Why You Should Consider This Role
You love numbers, data and stats
You only use shortcuts in Excel
You are naturally geared towards identifying trends, finding patterns and solving complex problems
You treat others with dignity and respect while delivering results
You are comfortable dealing with multiple priorities
You are a thinker and doer all at the same time
SME is your middle name
You go above and beyond in your role because you want to, not because you have to
What You Will Like
The people â we care
The diversity - every day is different
The excitement â we focus on âWhat Matters Mostâ to our customers
The difference in the value Assurant places on strong leadership
The opportunity to learn, grow and advance within our fortune 300 global company
Data is pulled from various systems to analyze call trends, volumes, patterns and initiatives to provide a short-term forecast call volumes by client on a Â½ hourly basis for multiple support center set-up.
Participate and present data during weekly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet contact center metrics.
Provide staffing recommendations to meet support center contractual Service Level Agreement metrics.
Provide support monitoring real-time adherence.
Complete reporting requests.
Complete long-term forecast analysis for multiple clients.
Act as departmental Subject Matter Expert.
Provide staffing recommendations to meet support center contractual Service Level Agreement metrics before and after improvement initiative implementation
Provide reporting from various data sources in order to quantify call arrival, Average Handle Time (AHT) changes, and other support center metrics to serve as documentation of realized impacts to process improvement
What You Should Know About Us
Assurant, Inc. helps people protect what matters most to them
We have been around for a while with our roots tracing back to 1892
We are a Fortune 300 company employing approximately 15,000 people in 16 countries
We provide specialty protection products and related services to safeguard against risks
The Ideal Candidate Will Have
A solid understanding of call center "best practices", terminology and functions, IVR and call routing
Previous experience with workforce management (eWFM) applications (i.e., eWorkforce Management, Blue Pumpkin, IEX)
Previous experience as a call center forecaster and call center scheduler
Coursework in or basic knowledge of Mathematical Statistics
Previous experience with data modeling
Excellent analytical and problem-solving skills
Excellent oral and written communication
Ability to prioritize, organize, and work independently or as part of a team to complete multiple tasks
Accustomed to making sound and timely decisions based on diverse data
Proficient with Microsoft Word, Excel (macros, pivot table, formulas), and PowerPoint
Previous experience in a multi-site support environment