Forecast Analyst Jobs

NTTA is an organization sanctioned by the State of Texas to develop and maintain high-quality roadways in North Texas. We are viewed as a cutting-edge leader in the toll industry nationwide, delivering transportation solutions to almost 12 million clients. As a customer-driven organization, our purpose is to enhance the quality of life for area residents. We serve a one of the fastest growing regions in the United States and continue to grow with it to meet increasing transportation needs. NTTA is a vibrant organization with a highly qualified, energized, and engaged team. We are looking for individuals to join this team and help us maintain our place as a respected leader and partner in the region’s transportation network.

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This position will be responsible for supporting the Customer Service Center and initiatives of the Call Center & Contact Center. This is accomplished by assisting managers and workforce analysts with assigned projects, business partner meetings, research, and administrative work as assigned. Working closely with operations, front counter, training, client data and BI teams to understand the impact business drivers have on customer service goals. Create, implement, and manage process automation. This may include reporting needed for the internal Workforce team and/or major stakeholders within the CSC. Certain aspects will require a great deal of creative and critical thinking. This position will require extensive use of the Microsoft Office Suite and will operate under the supervision of the Workforce Manager.

· Intermediate (Formulas, vlookups & graphs) to Advanced (Pivot & Macros) Excel skills

· Microsoft SQL Query Abilities (Basic coding abilities)

· Workforce Systems Knowledge (ex: Verint Preferred, Not required)

· Strong Workforce Background/Knowledge (Scheduling, Forecasting, Administration)

· Call Center Telephony Experience Preferred (ex: Cisco, Avaya, Outbound Dialers, etc)

· Report Creation using PowerPoint (Required) or Business Objects (Preferred)

· Basic to Intermediate skills with Power BI

Job Responsibilities:

• Understand and develop Key Performance Indicators (KPI) to help drive organizational and departmental goals.
• Prepares short term and long-range forecasts of call volume, handle time, required staff and service level.
• Prepare and present forecasting proposals and recommendations to operations managers and during the regular forecasting cycles.
• Make regular presentations to senior leadership providing insights to past, current and future contact center demand, staffing and service factors, with actionable recommendations for continuous improvement.
• Research and create position papers and industry trend papers.
• Analyze contact trends across telephony, back-office, chat, emails and social media to establish profile curves for use in demand forecasting.
• Support managers in the execution of project duties.
• Serves as subject matter expert in call center workforce modeling and responds to ongoing requests for staffing and service gap analysis.
• Perform analytical analysis on historical data using Excel, MicroStrategy software packages and Verint workforce management tools.
• Research and prepare data/reports that is presented to senior leadership (real-time or ad-hoc basis).
• Completion of all other projects as assigned.
• Ability to spot and analyze trends with historical data (Call volumes, Staffing data, outbound campaigns).
• Ongoing capacity planning including evaluation of required vs. expected staffing, with recommendations for allocation and/or level changes of resources.
• Ability to cope with job related stress including but not limited to deadlines, customer, supervisory and staff interactions, multi-tasking and high work volumes is required.
• Assist with creation of predictive and reactive call center models.

Job Requirements:

• Experience: Minimum of two (2) years of Workforce/ Forecast analyst experience.
• Technical Skills: Skilled: Work requires a comprehensive, practical knowledge of workforce field with use of analytical judgment and decision-making abilities appropriate to the work environment of the organization.
• Freedom to Act: Receives Limited Direction: The employee normally performs the duty assignment according to his or her own judgment, requesting supervisory assistance only when necessary. The assignment may be reviewed upon completion. Performance is reviewed periodically.
• Formal Education: Work requires knowledge of a specific vocational, administrative, or technical nature that may be obtained with six-months/one year of advanced study or training past the high school equivalency or equivalent experience. Junior college, vocational, business, and technical or correspondence schools are likely sources. Appropriate certification may be awarded upon satisfactory completion of advanced study or training.
• Supervision: Job has no responsibility for the direction or supervision of others.
• Certification & Other Requirements: Minimum GPA of 3.0 or evidence of a combination of knowledge and experience that indicate the capability to perform the tasks.
• Budget Responsibility: Prepares and collects data for budget documents; and does research to justify data.
• Reading: Intermediate - Ability to read papers, periodicals, journals, manuals, dictionaries, thesauruses, and encyclopedias. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Writing: Intermediate - Ability to write reports, prepare business letters, expositions, and summaries with proper format, punctuation, spelling, and grammar, using all parts of speech. Ordinarily, such education is obtained in high school up to college. However, it may be obtained from experience and self-study.
• Human Collaboration Skills: Work may require providing advice to others outside direct reporting relationships on specific problems or general policies.
• Math: Advanced - Ability to apply fundamental concepts of theories, work with advanced mathematical operations methods, and functions of real and complex variables. Ordinarily, such education is obtained in at the college level or above. However, it may be obtained from experience and self-study.