BUSINESS IMPACT STATEMENT Improve company profitability through leading value-add analysis, driving cross-functional collaboration, and building business partnerships.

　　ACCOUNTABILITIES

　　 Contact Center forecasting

　　Forecast staffing needs for both in-house and third party customer facing departments using modeling tools and trend analysis

　　Produce staffing forecasts for distinct incoming contact volumes at an interval level

　　Partner with Finance team to align strategic short and long term plans

　　Project financial impact to varying staffing levels based on staffing needs and trends

　　Analyze trends to adjust staffing forecasts as needed to ensure service goals are met

　　 Lead project work and deliver results to senior leadership

　　Provide Credit Senior Management with historical call volume reports and trend analysis on AHT, shrink and other staffing metrics

　　Provide Credit Senior Management with "what if" scenarios regarding business initiatives and staffing models

　　Assist in any disaster recovery contact volume needs

　　 Advanced analysis of long and short term staffing plans

　　Systematically identifies appropriate variables, relevant assumptions and key performance metrics

　　Provides insight on risks and opportunities to business functional areas

　　Drives and improves the weekly/monthly forecast process in collaboration with business partners

　　Drives annual budgeting and updating of long-range plans

　　Forecast short and long term staffing needs that includes all off phone initiatives (training, coaching, team meetings, etc)

　　Coordinate time off allotments for each line of business

　　Analyze unpaid time off opportunities designed to help business leaders better manage their payroll dollars

　　Provide peak staffing plans to each line of business

　　QUALIFICATIONS

　　 Required

　　Demonstrated experience in forecasting, planning & analysis

　　Working knowledge of Windows applications

　　Demonstrated ability to manage multiple projects

　　Effective written and verbal communication

　　Ability to work with department leaders to achieve overall division goals

　　 Preferred

　　Bachelor's Degree in Business, Management or related field

　　Working knowledge of scheduling software programs and forecast modeling

　　 Special Requirements

　　N/A