Member Care Forecasting Analyst - Massachusetts, Marlborough

The announced job offer is made public by the firm: BJ's Wholesale Club and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Massachusetts at the city Marlborough, in the country US - at this current ZipCode: 01752

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Join a team of more than 32,000 team members, comprised of our home office and over 229 clubs and 7 distribution centers. We're committed to delivering value and convenience to our Members, helping them save every day on everything they need for their family and home. BJ's Wholesale Club offers a collaborative, team-oriented environment where all team members can learn, grow and excel.

MINIMUM QUALIFICATION:

• Bachelors or Masters' degree in math, economics, or statistics
• Prefer two+ years of call center forecasting experience and the ability to modify forecasting models based on changing business needs
• Understanding of and experience working with call center workforce management technologies (e.g. Aspect, Verint, NICE/EX, Pipkins)
• Proficient in Microsoft Office Applications including Word and Excel
• Experience utilizing a variety of time series and other statistical tests when creating forecasts and modeling multiple scenarios
• Demonstrates commitment to contact center culture and the call center's ability to deliver on the brand promise
• Accountable for forecast accuracy and staffing support process standardization

PRINCIPAL ACCOUNTABILITIES

• Maintains and modifies forecasting methodologies for the contact center operation
• Maintains the historical workload data base, analyzes historical volumes and transaction times, and develops operational productivity assumptions to produce:
  • Annual workload and staffing forecasts on a monthly level
  • Rolling twelve week workload and staffing forecasts at a weekly level
  • Three week workload and staffing forecasts at a daily interval level
• Tracks forecast accuracy performance on a daily, weekly, monthly and annual basis
• Provides finance with forecasts to be used for budgeting purposes
• Produces reports comparing forecasted workload vs. actual workload modifying the forecasting model as business requirements change
• Collaborates with the operational teams and marketing to understand and incorporate assumptions impacting workload into the forecast methodology
• Adheres to all company policies, procedures, and standards, within budgetary specifications, including time management, supply management, productivity, and accuracy of the work product produced.
• Promotes individual professional growth and development by continuing to refine forecasting skills and competencies, supporting department-based goals that contribute to the success of the organization, and serving as a mentor or resource to less experienced staff.

SKILLS AND COMPETENCIES:

• Deep understanding of call center operations and staffing models
• Working knowledge of call center workforce management and network routing technologies
• Experience developing and/or utilizing transaction-based econometric forecast models
• Excellent Microsoft Excel and database modeling skills
• Ability to analyze performance trends and operational metrics and identify performance gaps for process improvement opportunities
• Ability to work with and communicate workforce management strategies to Member Care operational leadership
• Excellent analytical, organizational, and time management skills
• Ability to deliver quality work under deadline pressure
• Ability to gain content knowledge quickly
• Excellent negotiating and consensus building skills
• Demonstrated ability to work effectively in a rapidly changing environment
• Must be detailed-oriented and possess the ability to follow through on assignments
• Ability to work comfortably and communicate with all levels of management and leadership