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Workforce Management Forecaster

HYLA Mobile

HYLA Mobile

Posted on Thursday, April 18, 2024

As a Forecaster at Assurant, you will be a significant member in the success of our business. You will be instrumental in assisting our management in ensuring we are staffed to meet the needs of our clients and customers. You will identify patterns and analyze trends to make forward-thinking business decisions. In addition, you will use your strategic thinking expertise to provide data for the leadership team. This will include extensive communication with senior leaders within the line of business. If you love numbers, data, stats, and identifying complex issues, this is the opportunity for you to continue to expand your career at a Fortune 500! This is a remote role.

What will be my duties and responsibilities in this job?

  • Analyze call trends, volumes, patterns, staff productivity, attrition rates, and campaign initiatives to forecast call volumes by client and product on a ½ hourly basis for multiple Contact Centers operating up 24 hours a day

  • Review historical metrics used to forecast daily to real-time metrics to update historical data constantly

  • Analyze key performance metrics against the forecast and reconcile the variances monthly. Responsible for capacity planning and what-if scenarios

  • Develop relationships with various internal customers and clients to obtain necessary information, marketing plans, cycle reports, etc., to ensure accurate forecasting

  • Analyze and report the effects of various marketing initiatives/campaigns by marketing vehicle.

  • Provide daily reports on assigned campaigns that measure forecasting effectiveness as needed. Participate in projects as a team member to obtain marketing projections for new and existing campaigns. Relays relevant information to the CCO Command Center

  • Carry out reporting assignments of a complex nature. Makes recommendations based on analysis to drive increased staff utilization and reduce expenses

  • Assist the Command Center with the allocation of call volume when necessary

What are the requirements needed for this position?

  • Bachelor’s degree or equivalent experience preferred

  • 2 + years of experience working in a contact center environment with at least 2 years of workforce management experience

  • Statistical expertise

What other skills/experience would be helpful to have?

  • Superior organizational skills, including the ability to manage multiple complex projects simultaneously

  • Knowledge of Automated Distribution Software and applications

  • Experience in building and maintaining relationships with various levels throughout an organization

  • MS Office including PowerPoint and Project, MS Access, Database structures, Crystal Report Writer, Internet

  • Self-starter, self-disciplined, and target-focused but able to work in a matrixed environment

  • Excellent written and verbal communication skills

  • Proven ability to drive quantifiable business results

  • Excellent collaboration skills, team-oriented working style

  • Ability to work independently and achieve results under time pressure

  • Will need to be able to present to leaders

  • Broad knowledge of Aspect eWFM in a virtual call center environment

  • Avaya and or Rockwell Automated Call Distributor experience


Pay Range:

$47,100.00 - $77,700.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is


If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World
Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant?
Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview
Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement
Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.