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Job Description

Job Description

Workforce Management Forward Planning Analyt

Job ID 1342867BR Date posted 02/07/2018 Location Wilkesboro, NC Location Name CSC-Wilkesboro Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0123 - Contact Center Workforce Manag

Job Summary

The WF Management Forward Planning Analyst is responsible for providing a short-term forecast (daily, weekly, monthly) and long-range forecast (12-18 months in advance) for call volume and AHT for the Lowe's contact center. The Analyst is also responsible for creating work schedules that align with the workload to insure a consistent customer experience. Forecasts are created through the analysis of current and historical trends of call volume, AHT, and shrinkage factors as well as incorporation of business insights and intelligence on promotional or other activity likely to influence workload. This is the first step in a multi-phase process. Additionally, the inputs to the Annual Operating Budget that determine labor cost are provided by the Forward Planning Analyst. The forecast determines the FTE requirement, which in turn determines hiring plans throughout the year.

•This position is highly technical requiring a high aptitude for math, data analysis, forward planning, problem solving including a strong understanding and ability to work with the Erlang C formula. An expert-level knowledge of Excel is also required.
•Regularly reviews historical data for trends and abnormalities; maintains a log of such and communicates critical items to senior leadership in an actionable fashion
•Conducts alternatives modeling (example: identify cost savings potential associated with better utilization of existing resources over adding resources to combat a business problem)
•Conducts regular stress test modeling to identify breakpoints in business processes associated with customer interactions (calls, e-mails, etc.)
•Conducts regular regression analysis to identify relationships between metrics and to build forecasting capabilities through statistical tools
•Reviews collected data and challenges analyses for validity/integrity
•Field requests from senior leadership associated with new business initiatives – conducts requirements estimations, assigns cost, return on investment, implementation timelines
•Represents BI team and appropriate areas of the business on projects (partners with PDAs throughout project lifecycle)
•Compiles and analyzes information to answer business questions posed by senior leaders
•Identifies and communicates expected periods of extreme overstaffing and coordinates with business leadership, LOE, and other groups as needed to better utilize paid resources
•Models what-if scenarios associated with desired changes to business processes (example: team alignment guidelines and supervisor-to-agent ratios)
•Deep dives into new and existing lines of business to understand workflow, peer relationships, customer interactivity, etc. and coordinates with others to build time study analyses as needed for forecasting and staffing purposes
•Creates and manages a singular dashboard of relevant business metrics
•Monitors several performance elements and determines which few require business leader attention and make information available in an easy-to-use fashion
•Proactively conduct year-over-year, MTD, recent trend, and other types of comparison to show history and movement over time
•Proactively benchmark performance against peers (example: Team A shrinkage actual MTD is 38%; peer benchmark for similar teams is 32%)


•5+ years of contact center experience required. Preferred would be at least 1 year in a related Workforce Management role or strong math & analytical aptitude.
•2+ years of experience working with Workforce Management Systems
•2+ years working in Microsoft Excel
•Bachelor’s Degree in Math or Business Administration

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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