This job has expired, please see additional jobs below
Demand Planning Analyst
Pearson
Centennial, CO, United States
Job Details - this job has expired, please see similar jobs below
Description
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Accountabilities
•Developing, generating, and maintaining all short and long term volume forecasts across all lines of business including international support.
•Developing volume trending and analysis reporting for business leaders and operations management teams.
•Establishing and managing deliverables and timelines with key business partners to support forecasting processes.
•Performing data analysis activity for the GCSS leadership team as needed.
Outcomes/deliverables
•Delivering contact volume forecasts with an accuracy of plus/minus 5% (monthly, weekly, daily).
•Through increased forecasting accuracy, more robust and accurate short and long term staff planning.
•Consistent service level delivery across all lines of business.
•Increased accuracy of labor cost projections and budgeting.
Stakeholder/relationship management and inter-dependencies
•Key stakeholder relationships include business leaders, operations management, vendor partners, executive leadership, and business intelligence teams.
Qualifications
•Educated to degree-level or equivalent.
•10+ years experience in contact center operations, preferably with global support.
•5+ years experience in workforce management, with specific focus on staff planning and forecasting.
•Deep Excel knowledge and experience with workforce management systems such as eWFM and IEX.
•Articulate with strong communication, people, and leadership skills.
•High attention to detail, good strategic vision, strong data modeling skills, ability to effectively engage stakeholders, and strong presentation abilities.