| WHO IS TIAA-CREF? Teachers Insurance and Annuity Association-College Retirement Equities Fund (TIAA-CREF) is a leading provider of retirement planning for people in the academic, research, medical and cultural fields. Our mission is to serve those who dedicate themselves to the benefit and enlightenment of others, by helping to plan the financial future of those who advance the greater good. Forecasting Analyst - Contact Centers-1686164 DescriptionWith more than $402 billion in combined assets under management as of 9/30/09, Teachers Insurance and Annuity Association-College Retirement Equities Fund (TIAA-CREF) is a leading provider of retirement plans to those in the academic, research, medical and cultural fields. It is our mission to serve individuals who dedicate themselves to the benefit and enlightenment of others - those who serve the greater good.
Serving Those Who Serve the Greater Good.
For more than 90 years, our focus has been to support nonprofit organizations as they help their employees achieve a successful financial future. Today, TIAA-CREF provides an extensive range of investment and insurance products and services including annuities, mutual funds, IRA and Keogh plans; personal and institutional trust services; life insurance; advisor services; and 529 college savings plans.
Strong foundation in call center mechanics, modeling and capacity planning as well as strong forecasting and analytical experience required.
- The Forecasting Analyst will define event forecasting and capacity planning for Client Services and provide direction on current manpower requirements and short and long term hiring plans. Manpower expense within Client Services is a large contributor to the overall expense base.
- Support Client Services Capacity planning for multiple phone/non phone activities and business segments (ex: email, mail, customer complaints, voice, data)
- This position will own all Analysis in support of mid and long range event forecasting and trend analysis - Data capture, manipulation, and summarization
- Determine appropriate analysis techniques to apply
- Develop capturing tools
- Utilize Genesys WFM to calculate FTE requirements
- Work with key business partners to create working forecasting models that capture all supported event processing.
- Determine productivity measurements - handle times and events/hr
- Determine service level agreements
- Model events using historical patterns, occupancy, and shrinkage
- Use this information to create working capacity models of FTE requirements
- Maintain forecasting models for all supported departments call/event activity. These models must contain a high degree of accuracy, +/- 3% on a rolling 6 month forecast.
- Ensure the availability of an 18 month rolling forecast on a monthly/daily basis
- Present capacity plans, staffing requirements and hiring plan recommendations to senior leadership. These plans will support Client Services needs in current and future years' plan.
- Maintain documentation on all supported forecasting processes
- Liaise with the reporting department to ensure all forecasted events are provided for KPI reporting
- Continuously monitor and determine change requirements to current business models (forecasting models and needs models). Make the appropriate updates and communicate this to the business.
Qualifications
Strong foundation in call center mechanics, modeling and capacity planning as well as strong forecasting and analytical experience required.
- 10 years experience within contact centers
- 5-7 years proven forecasting experience in a multi-site virtual contact center
- Proven ability in interacting and working with Sr. Management within Contact Centers
- Advanced experience utilizing Work Force management software/applications, ie: Aspects (TCS), IEX, Blue Pumpkin. Genesys Work Force Management experience a plus
- Advanced experience using supportive analytical applications; Microsoft Excel, Microsoft Access, Minitab, etc.
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