Workforce Forecaster

Job Description

Title: Workforce Forecaster Location: Minnetonka, MN
Department: Technical Support
Trimble TransportationTrimble Transportation is in business for optimizing the movement of freight by providing shippers and carriers both mobility, enterprise and visibility software tools they need to run their businesses more efficiently. As the leading provider of Transportation Management Software (TMS), Asset Management Software (AMS), and Fleet Management Software (FMS) we are devoted to propelling companies in the trucking industry toward increased efficiency, lower costs and optimize operations.
Position OverviewA Workforce Management Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are staffed to meet the needs of our customers. The Workforce Management team is the backbone of multiple internal clients within our support centers. As a Forecaster, you will work with data, and analyze trends to make forward thinking business decisions.Primary Responsibilities:• Data is pulled from various systems to analyze call trends, volumes, patterns, and initiatives to provide short-term forecasts for multiple support areas• Participate and present data during meetings with the Support teams to discuss trends, projections, and to create a plan of action to meet KPIs• Provide staffing recommendations to meet support center contractual Service Level Agreement metrics.• Provide support to monitoring real-time adherence• Complete reporting requests• Complete long-term forecast analysis for multiple centers• Act as workforce management departmental Subject Matter Expert• Provide reporting from various data sources to quantify call arrival, Average Handle Time (AHT), and other support center metrics to serve as documentation of realized impacts to process improvement
50%: Data analysis, reporting, and delivery of findings to drive business improvements
30%: Assisting in other phases of WFM team. Real-Time, Scheduling, and Forecasting etc.
20%: Partnering with Telecom and Business Systems teams for administration of CRM and WFM applications for Technical Support areas. Required Skills:• A solid understanding of call center "best practices", terminology, and functions• Previous experience with WFM and CRM applications (i.e. Oracle, IEX, Salesforce, Calabrio, Teleopti)• Previous experience as a call center forecaster or call center scheduler• Previous experience with data modeling• Excellent analytical and problem-solving skills• Excellent oral and written communication• Ability to deliver your message to multiple leadership levels above and across the organization• Ability to prioritize, organize, and work independently or as part of a team to complete multiple tasks• Accustomed to making sound and timely decisions based on diverse data• Proficient with Microsoft Word, Excel (macros, pivot table, formulas), and PowerPoint• Previous experience in a multi-site support environmentPreferred Skills:• Coursework in or basic knowledge of Mathematical Statistics• Experience with Oracle Service Cloud, Salesforce, and Nice Incontact applications• Experience in Transportation, Logistics, or Software as a Service (SaaS) industries
Trimble Inc. is proud to be an Equal Opportunity and Affirmative Action Employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, status as a covered veteran in accordance with applicable federal, state and local laws, or any other protected factor. EOE/M/F/V/D
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