Forecasting Analyst Jobs

About Agero:

Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit www.agero.com.

Role Description and Mission:

Responsible for maximizing occupancy and service level through real-time and intraday monitoring of and analysis of contact volumes and AHT to forecast, management of staffing to requirements, adjustments to staff requirements (including OT and VTO), adjusting agent skills, and enforcing agent adherence to schedule. Analyzes contact center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Uses analysis results to forecast call arrival and build staffing and scheduling plans to meet business goals and objectives.

Key Outcomes:

• Maintains current and forecasted headcount, FTE, training, and attrition data.
• Analyzes and projects staffing needs relative to call volume, special projects, attrition and holidays.
• Completes analysis for weekly staff schedules.
• Analyzes schedules for areas of risk and makes appropriate changes and/or recommendations.
• Monitor real time call stats and schedule adherence to ensure on-phone and off-phone activity is managed efficiently.
• Compiles call volume, average handle time and staffing data.
• Analyzes data and provides reports that support suggestions for overall improvement of business needs.
• Provides hiring schedules to Human Resources for new hires.
• Maintains back-up staffing relative to vacations, time-off requests, swap requests, and hour changes.
• Creates schedules and makes recommendations for appropriate allowances for time off.
• Creates, maintains, and distributes routine and ad hoc reports.

Skills, Education and Experience:

• Familiar with Lucent CentreVu management software, Genesys or IEX.
• 1-2 years experience in a contact center environment. Associate's degree in business or related discipline or equivalent experience.
• Ability to multitask with attention to details.
• Flexibility in scheduled hours.
• Strong communication skills. Displays professional and competent demeanor and maintains confidentiality of both contact center statistics and contact center associate information.
• Intermediate knowledge of Excel and Access
• Excellent written and oral communications skills.
• Receives and carries out direction from management while seeking out best practices.

Hiring In:

• United States: AZ, FL, NM, TN, and VA

D, E & I Mission & Culture at Agero:

We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.

The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.

THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.

To review Agero's privacy policy click the link: https://www.agero.com/privacy.

• Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact [email protected]