Senior Forecasting and Reporting Analyst - REQ001807_1-3175 - TheCollegeBoard

This job was posted by https://illinoisjoblink.illinois.gov : For more
information, please see:
https://illinoisjoblink.illinois.gov/jobs/12229896 Senior Forecasting
and Reporting Analyst
Division: Operations
Location: Remote
Type: Full time
About the Team
College Board's Operations division (122 ppl) aims to be a world class
digital assessment delivery and customer engagement organization that
supports millions of students and thousands of test centers, annually.
Operations is also leading the College Board's exciting transformation
to support delivery of digital assessments.The Customer Engagement
department (55 ppl) is a combination of teams that support our key
constituents, including students, parents, educators, and our state
partners representing approximately 2 million contacts per year.This
integrated team serves as the organization's 'front line' and
represents the voice of the customer, partnering across the organization
to help improve the overall customer experience.
About the Opportunity
As the Senior Forecasting and Reporting Analyst you play a critical role
analyzing contact center trends, creating models to produce short- and
long-term forecasts for staff planning scenarios and budgets, and
facilitating regular meetings between the Finance and Operations teams
to maintain ongoing budget performance awareness. This role will lead
the planning for internal and external call center staffing developing
and presenting recommendations to Customer Engagement & Experience
leadership to drive performance and meet customer support requirements.
The Senior Forecasting and Reporting Analyst will work closely across
internal and external call centers to monitor and track results to
ensure performance benchmarks and budgets are met. This role is a key
contributor to the development and implementation of contact center
analytics processes, reports, dashboards, and other tools to transform
raw data into actionable business insights for leadership and
stakeholders.
In this role, you will:
Forecasting & Cost Modeling (50%)
- Create contact center forecasts for all contact methods (e.g.,
phone, email, chat, etc.) across all lines of business.
- Design, develop and continuously improve forecasting models and
tools using historical data and anticipated volume to establish
annual, monthly, weekly, and daily forecasts for volume, handle
time, shrinkage, attrition, and hiring plans.
- Evaluate volume forecast against actual demand and trends in order
to determine if a re-forecast or other actions are required to meet
contact volumes and service goals.
- Create and manage contact center vendor spend plans and fiscal
forecasts.
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- Conduct what-if analysis and other scenario-based analysis and
provide insight to Senior Leadership as to impact to staffing and
budget.
- Gather inputs, analyze trends and seasonality, and create and
maintain yearly, monthly, weekly, and daily forecasts.
- Monitor budget trends and key operations metrics including overall
budget performance, cost of service as a percentage of revenue, cost
per contact, and other key division finance measurements, and
collaborate with Finance and Operations leaders on management
practices.
Strategy & Planning (20%)
- Use forecasts to develop staffing strategy and operational planning
recommendation. Participate in the execution of the plans.
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- Engage across the Customer Engagement team and our partners to
facilitate the development of short- and long-term plans for
strategy execution.
- Build relationships across internal stakeholders to collect required
data and information to develop volume and staffing recommendations
to meet customer experience goals.
- Participate in regular planning meetings with operational leaders.
- Collaborate across internal and external stakeholders to define
metrics to measure success.
- Drive organizational understanding of staffing needs to support
drive a positive customer experience.
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- Oversee review and approval of call center vendor invoices. Track,
monitor and report on actual to budget variance monthly.
Reporting & Analytics (30%)
- Collaborate with the Customer Engagement & Experience team to build
reports and dashboards to share visibility, identify challenges and
opportunities. Analyze data and identify trends, and areas that need
action.
- Present staffing model recommendations and other data analysis to
operational and business partners on a routine basis.
Develop approach to monitor and track results to ensure performance
benchmarks are met by internal and external call center teams, e.g.,
handle time, after call work, speed of answer, etc.
Prepare and deliver meaningful reporting of performance by collecting,
analyzing, and summarizing data and trends. Reporting will include key
metrics and interpretation of the results, providing actionable
insights.
Perform ad-hoc analyses (both simple and complex) to iden