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Customer Experience - WFM Forecaster Job Details

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Job Ref:  189399
Employer:  Waste Management.
City:  Phoenix
State/Province:  AZ
Type of Employment:  Full Time
Environmental Categories:  Other
Industries:  Other/Not Classified
Required Education:  Other
Job Description: 
Job Summary

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.

  • Analyze historical call center trends and patterns.

  • Model the trends/patterns to develop a strategic forecast.

  • Model the trends/patterns to develop a tactical forecast.

  • Review the daily input in IEX to normalize the data used to develop the distribution patterns.

  • Review the historical data and create special distributions in IEX.

  • Generate the forecast in IEX weekly.

  • Review the forecast with the leadership team, identifying areas of concern.

    Supervisory Responsibilities

    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

    None required.

    C. Other Knowledge, Skills or Abilities Required

  • Call and Email Volume Modeling.

  • IEX or Related WFM Software.

  • Strong interpersonal and relationship skills.

  • Analytical and Problem Solving skills.

  • Strong project management skills; working knowledge of Workforce Management.

  • Experience in leading/motivating large, diverse workforce; must be able to build camaraderie/trust.


    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.

  • 11/22/2013

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