Call Center Forecasting Analyst

Are you a data-driven expert with a passion for predictive analytics? We're seeking a talented individual to join a dynamic team and make a significant impact by optimizing critical customer service operations. This is an exciting opportunity to leverage your forecasting expertise to directly influence resource allocation, improve efficiency, and enhance the customer journey. You will be at the heart of the customer service strategy, transforming raw data into actionable insights that guide daily operations and long-term planning. Your models and analyses will directly inform staffing levels, improve service delivery, and uncover opportunities for significant financial savings.

**What You'll Do:**

* Develop, modify, and maintain sophisticated forecasting models to accurately predict contact volumes, handle times, and staffing requirements across various groups.

* Generate precise interval, daily, weekly, and monthly forecasts, meticulously reporting on actual versus forecasted volumes to refine methodologies.

* Collaborate with diverse internal teams to conduct impact analyses for proposed operational changes and integrate new data sources into forecasting models.

* Partner with data suppliers to understand and enhance the accuracy of information feeding into forecast models.

* Engage with performance management teams to drive initiatives that improve service levels and operational efficiencies.

* Conduct in-depth analyses, formulate clear conclusions, and present strategic recommendations to management.

* Proactively research and implement new forecasting techniques, industry best practices, and innovative tools to continuously improve predictive accuracy and process efficiency.

* Support the business in developing robust short-term and long-term operational forecasts and budgets.

* Identify and champion innovative solutions to achieve financial savings and ensure accountability among business partners.

* Provide comprehensive variance analysis on forecast performance and develop intuitive reporting tools to visualize and analyze forecasting trends.

This role offers a unique pathway for career advancement, with a strong potential for direct conversion to the client's team, providing stability and long-term growth within a leading organization. While much of the work is individualized, you will actively collaborate with the team during forecasting meetings, fostering a supportive and communicative environment.

**Must-Have Qualifications:**

* Proven experience in call center forecasting, including contact volumes, handle times, and staffing requirements.

* Demonstrated proficiency in developing, modifying, and maintaining complex forecasting models.

* Strong analytical skills with the ability to perform variance analysis, identify trends, and draw actionable conclusions.

* Strong Excel. Minitab, Power BI SQL and Clarabridge are highly desired.

* Ability to develop and maintain reporting tools that facilitate the analysis of forecasting trends.

* A proactive mindset with a commitment to continuous learning and process improvement in forecasting methodologies.

* Experience contributing to operational and financial planning through robust forecasting and budgeting support (this is *not* an accounting role; focus is on forecasting for operational efficiency).

**Nice-to-Have Qualifications:**

* A track record of actively seeking out and implementing new forecasting techniques, tools, or industry practices.

* Demonstrated ability to generate innovative solutions that lead to measurable financial savings and operational efficiencies.

* Experience working in a fast-paced, data-intensive environment where predictive analytics directly influences strategic decisions.

This is an hourly onsite position in Warren, Mi. Candidates must currently be local to the area and eligitble to work in the United States without a sponsorship.

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**About Aquent Talent:**

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.