Forecasting Analyst

The Automobile Club of Southern California, founded in 1900, is the nation’s largest AAA-affiliated motor club, serving millions of members in twenty-one states. Best known for emergency roadside assistance, the Auto Club also provides a wide range of products and services, including: insurance, financial, travel, automotive, and member discounts.

Costa Mesa, CA


<h4><strong>AAA is a member service organization affiliated with the national AAA federation.&nbsp; With offices across the U.S., we're united by a common mission and common values of excellent member service.&nbsp; With more than 15,000 employees in 22 states, we provide legendary service to 16 million loyal members.&nbsp;&nbsp;</strong><br /><br /><strong>With a constantly growing membership, we are always welcoming dedicated professionals looking to challenge themselves and build a career within our dynamic organization.&nbsp; You will find that being a part of a very successful team is extremely rewarding.<br /></strong><strong><br />For more information visit our website:&nbsp;<a href="" target="_blank" rel="noopener noreferrer"></a></strong></h4>

keywords: benefits,administration,scheduling,analysis,knowledge,experience,organization,degree,skills


Overview: This position administers the Workforce Management and eResource systems; Develops and builds schedules for Call Center staff based on forecast volume and AHT; Implements and manages achievement of strategic business plan; In addition, the position develops staffing deviation reports, volume reports, AHT reports, absenteeism reports and VTO reports, analyzing trends, making recommendations regarding staffing levels, schedules, productivity and costs. The position ensures agent profiles are accurate and updated real-time, ensures known time off for meetings, vacations, holidays, etc. is pre-planned and replacement staffing is in place to meet Service Level goal. Additionally, the position processes schedule changes and quarterly vacation selections.<br /><br /> <div><strong>Benefits:</strong></div> <div><strong>&nbsp;</strong></div> <ul> <li>Health Coverage for Medical, Dental, Vision</li> <li>Paid time of including Vacation, Illness and Holidays</li> <li>Life Insurance</li> <li>Disability Coverage</li> <li>Pension</li> <li>401K Savings Plan</li> <li>Employee Discounts</li> <li>Career opportunities across multiple business lines and states</li> </ul>
Responsibilities: <ul> <li>The position is also responsible for making minute-by-minute decisions based on daily trending analysis to ensure resources are available to handle real time traffic loads while communicating with Operations Management and the Real Time Adherence agent in each Call Center regarding additional hour&rsquo;s needs, VTO and the adjusting of agents&rsquo; offline activities.</li> </ul>
Requirements: <p><strong>Qualifications</strong></p> <ul> <li>Advanced Excel skills (incl. VBA, macros, complex calculations, etc.)</li> <li>SQL and Tableau required, with data mining knowledge</li> <li>Proficiency using Microsoft Office software, including Outlook, Word, PowerPoint, Excel and Access</li> <li>Experience with Genesys/Genesys WFM</li> <li>Demonstrated knowledge of call center performance metrics (Average Handle Time, Average Hold Time, etc.)</li> <li>3+ years of progressive experience with analysis, identifying trends, business operations, or analytics</li> <li>Strong understanding of statistical methods, advance data analysis and validation</li> <li>Proven ability to produce recommendations and proposals and oversee projects as directed</li> <li>Strong organizational and time management skills with the ability to multi-task and meet project deadlines set by management</li> <li>Bachelor&rsquo;s degree or equivalent combination of education and work experience</li> <li>Professional written, oral communication skills and business relationship management skills</li> </ul>