Work for Kaplan - Jump Start Your Career Welcome to Kaplan, Inc., a subsidiary of The Washington Post Company, a premier provider of educational services for individuals, schools, and businesses worldwide. Since 1938, we've helped millions of students reach their educational and career goals, and have provided a dynamic work environment for our employees.
Workforce Management Analyst/Call Center Forecast Analyst
Job Description: The Capacity Planner / Forecasting Analyst will be responsible for managing the day to day forecasting and scheduling for all Kaplan contact centers. Ensure strategic goals are met through forecast modeling, collaborative planning, effective communication, while insuring forecast alignment with strategic goals.
Primary Responsibilities:
· Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting and scheduling.
· Establishes a statistical baseline forecast for all departments. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
· Formulate recommendations based upon analysis, data and input from users and departmental management.
· Appropriately forecast and account for growth due to seasonal variations and special events. Maintains events calendar (site wide meetings, huddles, marketing email "blasts", etc) and ensure that impacts to the business are captured, analyzed and recommendations on staffing are delivered in a timely manner.
· Partner with Business Intelligence team to understand the key drivers of volume (lead and marketing forecasts, outbound call volume) and incorporate into forecasting and planning.
· Identifies and researches service level risks for problem resolution and management notification.
· Leads in the effort of building staffing strategies that support multi-site, multi-skilled student contact centers.
· Serve as the WFM subject matter expert for other departments / internal customers
· Support Workforce Management in the site by analyzing report data and follow up with Workforce Manager on any related issues
· Assist with training of staff on Workforce Management policies and procedures
· Responsible for updating statistical info into WFM modeling software.
· Work closely with the WFM Manager is developing modeling scenarios for all departments supported.
· Maintains a close working relationship with all departmental leadership in developing staffing strategies.
· Responsible for assisting the WFM Manager in training and supporting new WFM team members. This includes training of the Genesys WFM platform, Kaplan policy and procedures, and all additional Kaplan systems.
Education and Experience:
· Minimum of 5 years experience in a Call Center environment with at least 4 of those years in a Planning / Forecasting capacity.
· Previous experience in a Predictive Dialer / Outbound Environment is required.
· Experience with one of the following systems is required; TCS, IEX, Blue Pumpkin or Genesys.
· Must be proficient in MS Excel, and have a solid background in all MS Office products.
· Knowledge SQL Server Management a plus (Preferred but not required)
· Strong Analytical and Problem solving skills. Proven experience analyzing, interpreting and summarizing complex data as it relates to call center technologies.
· Knowledge and experience with call flow technologies and strategies
· Experience presenting reports, forecasts, trends and recommendations to the team and senior management.
· Associates Degree Required. Bachelors Degree strongly preferred (will consider equivalent combination of experience and education).
Skills and Abilities:
· Change Management - can take a concept, develop a plan, and recommend and implement a solution.
· Flexibility - adaptable and flexible to work environment, including but not limited to working the hours required to meet business needs, handling multiple tasks concurrently, and easily adapting to change.
· Excellent written, verbal, and interpersonal communication skills
· Strong organizational skills, follow-through and demonstrated ability to multitask and meet deadlines
· Proven ability to interact effectively with people and use decision making skills
· Ability to work well and accept challenges in a fast paced, dynamic environment
· Ability to learn new software programs and systems quickly
