Overview
Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world.
As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry.
For more information, visit www.shift4.com.
Join our team as a Workforce Management Forecast Analyst and take your career to new heights.
In this experienced role, you'll provide crucial business intelligence and insights to staff and leaders, ensuring effective decision-making and a positive customer experience.
Make an impact on our clients' success with your expertise and dedication.
This role can be based at any of the following Shift4 locations: Tampa, FL / Las Vegas, NV / Center Valley, PA / Morrisville, NC / Atlanta, GA. Relocation assistance may be available. Responsibilities: Establish a statistical baseline forecast for multi-channel call routing, apply, and evolve forecasting methodology.Develop partnership with key stakeholders to validate call volume and handle time assumptions based on historical data and current initiatives.Collaborate with business partners on strategic initiatives to support new growth and overall operations.Analyze arrival patterns and trends to produce recommendations for optimizing the contact center.Conduct daily/weekly/monthly meetings focused on forecast results, shrinkage reviews, and capacity planning, throughout all levels of leadership.Provide mentorship to WFM team members and offer guidance towards developmental opportunities.Qualifications for Specialist I: 5+ years of contact center WFM experience1+ years of contact center WFM forecast experienceNICE IEX WFM and CXone experience strongly preferredExcellent communication, interpersonal, and organizational skills requiredProven analytical, technical, and problem-solving skillsAdvanced technical proficiency in Excel or SheetsWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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