WFM Forecaster

The Command Center Analyst position will be the subject matter expert on all core workforce functions including capacity planning, short term forecasting, scheduling, real time monitoring and resource management. This role is responsible for measuring performance and progression of metrics by gathering, monitoring, and analyzing data (e.g., arrival patterns, contact volume, service level/abandon, shrinkage, occupancy, utilization, schedule adherence, AHT).  The analyst will lead projects that will guide strategic decisions and uncover optimization opportunities to effectively manage contact drivers as well as performance trends. This position requires a high-level of critical decision-making capabilities as well as strong analytical and communication skills to coordinate and collaborate across multiple teams and sites.  

How your role contributes to the success of Vivid Seats: 

• Effectively administer the workforce management platform by providing analysis and maintaining historical data to ensure optimum productivity and operational results are accurately reported. 
• Drive resource optimization by working cross-functionally to dig into trends, surface insights, provide recommendations, and implement changes to enhance productivity. 
• Responsible for short term forecasting, intra-day management, tactical planning and schedule adjustments, historical and driver-based trend analysis to achieve service level goals and key performance indicators on a daily and weekly basis across multiple sites and teams.  
• As needed, they will manage day-to-day operations through a combination of real-time performance management, agent utilization management, and intermediate reporting and insights delivery. 

What You’ll Bring: 

• Expertise:  3-4 years of WFM experience in a centralized call center environment with demonstrated exposure to real-time service level management, forecasting and scheduling. 
• Customer Focus: demonstrated competency in dealing with all levels of stakeholders.  You are passionate about building strong relationships across operations with a focus on service for our customers.   
• Functional/Technical Skills: strong quantitative, analytical, and technical aptitude.  Required experience working with a WFM tool suite. 
• Drive for Results: the ability to work under pressure, meet deadlines and be accountable for performance.  You will use facts and data to drive decisions, especially when things are busy. 
• Time Management: the ability to multi-task, be detail oriented and demonstrate strong organizational skills.  You will constantly assess the priorities of your workload. 
• Written Communication: the ability to adapt how you communicate in written form.  You convey thoughts and concepts effectively, accurately, and concisely.  You can effectively use real-time messaging. 
• Problem Solving: a proactive approach to find and define problems, understand business impact, identify solutions, and provide recommendations for corrective action. 
• Decision Quality: the ability to work independently, establish priorities and demonstrate good judgment skills. 
• Passion for learning:  the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance.  You have the ability to adapt and evolve. 
• Experience with Predictive Modeling and/or business analytics.  
• Demand/Capacity modeling.  
• Must be able to forecast short term and long term (2 weeks to 90 days out).  
• Understanding of data and why forecast is inaccurate.  
• Experience with BPO forecasting and identify cost and staff shortages.  

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