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Waste Management. |
|Type of Employment:||Full Time|
This position is responsible for analyzing call center trends (volume and AHT) and developing a strategic forecast that includes volume, handle time, and shrinkage, which will be used for the staffing/hiring model. Analyzes weekly and daily trends to develop a tactical (Daily/Interval) forecast which will be utilized to identify the resources needed in the call centers. Develop 'What if?' scenarios to allow for proper FTE sizing of projects/initiatives.
Essential Duties and Responsibilities
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Occasionally responsible for assigning activities to other employees.
The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Required: Bachelor's Degree in Mathematics, Statistics, or related discipline or equivalent experience. Minimum of 7 years of previous Call Center Operations, Workforce Management and Call Center Forecasting required.
Preferred: Master's Degree in Mathematics or Statistics.
B. Certificates, Licenses, Registrations or Other Requirements
C. Other Knowledge, Skills or Abilities Required
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as Stock Purchase Plan, Company match on 401k plan, and more! Our employees also receive Paid Vacation, Holidays and Personal Days. Please note that benefits may vary by site.