Senior Forecasting Analyst

Florida
Miramar
Position Type
Regular Full-Time

Overview

Come Be Apart

 

Arise is a pioneer of on-demand customer management technology and business process outsourcing. Our powerful cloud-based platform provides a virtual nationwide network to connect primarily work-at-home service professionals running small call center businesses to companies needing contact center and other business services. Built to scale, Arise makes the way for a superior customer experience for innovative enterprises from startups to Fortune 500 companies.

 

Arise is seeking a Senior Forecasting Analyst. Working in the Forecasting & Analytics team is a premier opportunity to develop a career in business and data analytics.  At their core, these analysts are strong in quantitative analysis, possibly enjoy coding but also want to balance that with their interest in business strategy. They think critically to tackle complex challenges, thrive in a fast-paced environment and are seeking a high-growth opportunity where they will have an immediate impact on day one. They are strong communicators who are eager to learn, endlessly curious, take pride in hard work and are committed to rapidly advancing their careers. In this role, the analyst will forecast supply and demand for multiple Clients, conduct appropriate capacity planning, and implement strategic initiatives to deliver Client WFM metrics.

Responsibilities

  • Forecast call arrival supply and demand using statistical techniques such as exponential smoothing, ANOVA, and Erlang-C
  • Support the leadership team in achieving service level objectives tied to multi-client and multi-channel workloads
  • Design workforce strategies to account for growth, seasonal variations, special events affecting volumes, and cyclical patterns
  • Ensure proper balance between workforce service levels and labor cost to achieve operational efficiency goals
  • Conduct statistical trend analysis on the effectiveness of historical vs. various forecast models
  • Evaluate medium to long term capacity planning scenarios to ensure that future demand can be met
  • Participates in long term strategic planning and the formulation of goals. Manages projects, and programs in support of those goals
  • Develops reports on analysis conducted, provides recommendations and makes formal presentations to communicate results to various management and executive levels
  • Organizes and develops workforce management manuals and associated documentation as needed

Qualifications

  • Must be expert-level in Excel including PivotTables, Power Pivot, and Power Query
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Strong written and verbal communication skills
  • Entrepreneurial spirit is a must
  • Technical expertise regarding data models, database design, data mining and segmentation techniques is a plus
  • Knowledge of statistics and experience using statistical packages for analyzing large datasets is a plus
  • Programming experience is a plus (Python, R, or SQL)
  • Experience with WFM systems such as Aspect, IEX, etc. is a plus
  • Familiarity with queuing theory, call arrival patterns, or Erlang is a plus
  • BS is required; Mathematics, Economics, Computer Science, Information Management, or Statistics are a plus

 

Competitive Compensation and Benefits which include:

 

  • Health/ Dental/ Vision/ Flex Spending Benefits
  • 401k, Retirement
  • Great PTO and Holiday Plan!
  • Maternity/ Paternity Paid Leave
  • Life and Disability Insurance
  • Tuition Reimbursement
  • Great Place to Work

 

When smart creative and passionate people get together, the results are astounding and the opportunities limitless! Achieve your potential at Arise.

 

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

Next Steps

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