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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.
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:
- Associate's Degree in mathematics, statistics, or related field
- 5+ years of contact center WFM experience
- 1+ years of contact center WFM forecast experience
- NICE IEX WFM and CXone experience strongly preferred
- Excellent communication, interpersonal, and organizational skills required
- Proven analytical, technical, and problem-solving skills
- Advanced technical proficiency in Excel or Sheets
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We 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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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.
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