Bosch USA · 5 hours ago
Forecasting Analyst, Workforce Management
Itasca, IL
Full-time
Onsite
Mid Level
3+ years expBosch USA is seeking a Forecasting Analyst to join their Workforce Management team. The role involves anticipating future contact center workload and converting forecasts into actionable staffing and operational requirements to meet service levels and efficiency goals.
EnergyRenewable EnergyStaffing Agency
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
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
Company
Bosch USA
The Bosch Group’s strategic objective is to create solutions for a connected life.
10001+ employees
H1B Sponsorship
Bosch USA has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
2020 (9)
Funding
Current Stage
Late StageLeadership Team
Ulrike "Uli" Jaschek
CEO- Bosch Automotive Workshop Services LLC
Manuel Dietz
VP Bosch Digital | Regional CIO Americas
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