Workforce Management Forecaster

hace 2 semanas

Buenos Aires, Argentina Assurant A tiempo completo

Overview of Position

What is a Workforce Management Forecaster at Assurant?


A Workforce Management Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are staffed to meet the needs of our clients and customers.

What does that mean? Here at Assurant, our Workforce Management Team is the backbone of multiple internal clients within our support centers.

As a Forecaster, you find patterns and analyze trends of our back office to make forward thinking business decisions.

Why You Should Consider This Role

  • You love numbers, data, and stats
  • You only use shortcuts in Excel
  • You are naturally geared towards identifying trends, finding patterns, and solving complex problems
  • You treat others with dignity and respect while delivering results
  • You are comfortable dealing with multiple priorities
  • You are a thinker and doer all at the same time
  • SME is your middle name
  • You go above and beyond in your role because you want to, not because you have to

What You Will Like

  • The people we care
  • The diversity every day is different
  • The excitement we focus on 'What Matters Most' to our customers
  • The difference in the value Assurant places on strong leadership
  • The opportunity to learn, grow and advance within our fortune 300 global company

What will be my duties and responsibilities in this job

  • Data is pulled from various systems to analyze trends, volumes, patterns, and initiatives to provide a longterm forecast work item volume by client/function on a monthly basis
  • Participate and present data during weekly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet contact center metrics
  • Provide staffing recommendations to meet contact center contractual Service Level Agreement metrics
  • Complete reporting requests
  • Act as departmental Subject Matter Expert
  • Provide staffing recommendations to meet contact center contractual Service Level Agreement metrics
before and after improvement initiative implementation

  • Provide reporting from various data sources to quantify volume changes, Average Handle Time (AHT) changes, and other contact center metrics to serve as documentation of realized impacts to process improvement

What are the requirements needed for this position?

  • Completed coursework in or basic knowledge of Mathematical Statistics
  • Excellent analytical and problemsolving skills
  • Expert skills with Microsoft Word, Excel (macros, pivot table, formulas), and PowerPoint

What other skills/qualifications are nice to have for this role?
It's Nice to Have

  • A solid understanding of call center "best practices", terminology and functions
  • Previous experience as a call center forecaster and call center scheduler
  • Previous experience in a multisite support environment
  • Previous experience in a multisite support environment

Helping People Thrive in a Connected World

What's the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant.

Named a Best/Great Place to Work in 13 countries and awarded the Fortune America's Most Innovative Companies recognition in 2023, we bring together top talent around the world.

Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases.

A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world's leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.


Equal Opportunity Statement

Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

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