Forecaster (Contact Centers)

A Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are properly staffed to meet the needs of our clients and customers. What does that mean? As a Forecaster, you find patterns and analyze trends to make forward thinking business decisions.   

Why You Should Consider This Role

• You love numbers, data and stats

• You only use shortcuts in Excel

• You are naturally geared towards identifying trends, finding patterns and solving complex problems

• You treat others with dignity and respect while delivering results

• You are comfortable dealing with multiple priorities

• You are a thinker and doer all at the same time

• You go above and beyond in your role because you want to, not because you have to

What You Will Like

• The people – we care

• The diversity - every day is different

• The excitement – we focus on ‘What Matters Most’ to our customers

• The difference in the value Assurant places on strong leadership

• The opportunity to learn, grow and advance within our fortune 500 global company

• Competitive salary

What will be my duties and responsibilities in this job?

• Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a day

• Review historical metrics used to forecast daily to real-time metrics to constantly update historical data

• Complete staffing analysis and plans for budgetary purposes, including but not limited to complex "what-if" scenarios related to potential new client relationships (RFPs), efficiency scenarios, Digital First initiatives, etc. Develop relationship with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc. to ensure accurate forecasting

• Analyze and report effects of various marketing initiatives/campaigns by marketing vehicle.

• Provide daily reports on assigned campaigns that measure effectiveness of forecasting as needed.  Participate in projects as team member to obtain marketing projections for new and existing campaigns.  Relays relevant information to the WCC (Workforce Central Communications)

• Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses

• Assist the Command Center with allocation of call volume when necessary

What are the requirements needed for this position?

• 5 + years of work experience, ideally in a contact call center environment

• 2+ years of experience in forecasting workforce management business projections

• 2+ years of experience working with SQL, Advanced Excel and creating forecast models

• Bachelor’s degree or student in related fields (Data analytics, engineering, computer science, mathematics, etc.) is desired

What other skill or experience would be useful in this role? 

• Experience with NICE IEX WFM

• Broad knowledge of Aspect eWFM in a virtual call center environment

• Avaya and or Rockwell Automated Call Distributor experience

• Candidates in Eastern or Central time zones are preferred

Other requirements:

• Superior organizational skills, including ability to manage multiple, complex projects simultaneously

• Strong Statistical background

• Experience in building and maintaining relationships with various levels throughout an organization

• MS Office including PowerPoint and Project, MS Access, Database structures, Crystal Report Writer, Internet

• Self-starter, self-disciplined and target focused but able to work in a matrixed environment

• Excellent written and verbal communication skills

• Proven ability to drive quantifiable business results

• Excellent collaboration skills, team-oriented working style

• Ability to work independently and achieve results under time pressure

• Will need to be able to present to leaders

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Pay Range:

$53,400.00 - $88,200.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

01/27/2025

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.