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Bosch · 3 hours ago

Forecasting Analyst, Workforce Management

Itasca, IL

Full-time

Onsite

Mid Level

3+ years exp

Bosch Group is a global leader in high-quality technologies and services. They are seeking a Forecasting Analyst to join their Workforce Management team, responsible for anticipating future contact center workload and providing actionable staffing and operational requirements to meet service levels and efficiency goals.

Industrial EngineeringMechanical EngineeringSensorSoftwareSoftware Engineering

Responsibilities

Consolidate data from multiple systems for reporting

Build and maintain consistency in standard dashboards

Create daily, weekly, monthly standardized reports covering KPIs such as adherence, occupancy, shrinkage, utilization, FTE, volume, AHT, SLA, attrition, and more

Identify and report trends in KPIs

Identify and execute opportunities to automate reporting or enhancement of models

Create custom ad-hoc reports upon leadership or client requests

Conduct variance analysis monthly on plan versus actual and quantify root causes on performance variances. Identify variance drivers

Perform monthly cost analysis. Support budgeting analysis

Develop and maintain short, mid, and long-term forecast, specifically daily, weekly, monthly, and annual

Evaluate historical seasonality, impacts (weather impacts, system outages, launches), campaigns, etc. Properly document for future forecasting

Keep WFM tool updated with current forecast

Collaborate with cross-functional teams

Perform other duties as assigned

Qualification

Workforce ManagementContact Center AnalyticsData AnalysisMicrosoft ExcelWFM ToolsAgile MindsetProblem-Solving SkillsOrganizational SkillsCommunication Skills

Required

Bachelor's degree in business administration, statistics or related field; or equivalent experience in Workforce Management or contact center analytics

At least 3 years' experience in similar roles, prior experience in contact center or call center industry

Strong analytical and quantitative skills with a high attention to detail

Proficiency with Microsoft Excel (Pivot, formulas, data modeling). Experience with BI tools is a plus

Experience with WFM tools

Agile mindset, comfortable adapting to change and driving innovation

Analytical mindset and problem-solving skills

Experience managing and interpreting large volume of data

Proactive, results oriented and capable of working independently

Excellent organizational & communicative skills with the ability to manage multiple priorities and deadlines presenting insights clearly and effectively