Job Description
The Demand Forecast Analyst creates and manages both the short-term and long-term demand forecasts for the Customer Solutions Field team. The primary function of this position is to develop and execute the methodologies and models required to provide demand forecasts for all In-Home clients supported by Asurion Customer Solutions Field teams. This position will require an establishment of strong relationships with supported customers
Create and maintain employee schedules to achieve monthly servicing and utilization targets.
Create, administer, and optimize forecast and staff groups to minimize labor costs while constrained by servicing requirements, labor laws, and company policies.
Produce reports and conduct ad hoc analysis, as necessary, leveraging data from Workforce Management systems.
Forecast critical demand and staffing metrics including intra-week demand volume, processing times, and shrinkage for all assigned forecast and staff groups.
Lead the department through shift bid processes to optimally align Experts with customer demand.
Lead cross-functional solutioning to solve service level and/or Efficiency challenges.
Structure scheduling for training to minimize impacts to servicing and labor costs while ensuring that all training is completed in advance of need.
Communicate effectively with operations, IT, telephony, and workforce management; inform stakeholders of servicing outlooks and action plans, when appropriate.
Act as a central point of contact for the servicing and scheduling of assigned lines of business; conduct staffing reviews with Operations leaders as needed.
Execute timely and appropriate actions to balance staffing levels by coordinating offline requests between Operations and the Learning and Development teams.
Follow and encourage workforce and scheduling best practices to ensure workforce planning standards are being utilized across regions to maintain data integrity
Meet with key stakeholders of workforce software and tools to develop and implement training material.
Coordinate and communicate holiday scheduling trends, guidelines, and action plans.
Troubleshoot unexpected scheduling issues as they arise, resolving them quickly and updating stakeholders in a timely manner.
Other duties as assigned
