Senior Workforce Forecasting and Reporting Analyst

March 14

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The College Board

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The College Board is a mission-driven, not-for-profit organization dedicated to promoting excellence and equity in education. It connects students to college success and opportunity by supporting them in building essential skills for higher education and removing barriers to access. The College Board operates with a focus on respect, diversity, inclusion, and collaboration, with a diverse and dedicated team of professionals. Based in several locations across the United States, they strive to modernize operations and increase their digital footprint, supporting students and families nationwide.

Education • Education Policy

1001 - 5000 employees

Founded 1900

📚 Education

🤝 Non-profit

📋 Description

• As the Senior Workforce Forecasting and Reporting Analyst, you play a critical role analyzing contact center trends, creating models to produce short- and long-term forecasts for staff planning scenarios and budgets, and facilitating regular meetings between the Finance and Operations teams to maintain ongoing budget performance awareness. • This role will lead the planning for internal and external call center staffing developing and presenting recommendations to Customer Engagement & Experience leadership to drive performance and meet customer support requirements. • The Senior Forecasting and Reporting Analyst will work closely across internal and external call centers to monitor and track results to ensure performance benchmarks and budgets are met. • This role is a key contributor to the development and implementation of contact center analytics processes, reports, dashboards, and other tools to transform raw data into actionable business insights for leadership and stakeholders. • Forecasting & Cost Modeling (50%) Create contact center forecasts for all contact methods (e.g., phone, email, chat, etc.) across all lines of business. Design, develop and continuously improve forecasting models and tools using historical data and anticipated volume to establish annual, monthly, weekly, and daily forecasts for volume, handle time, shrinkage, attrition, and hiring plans. • Strategy & Planning (20%) Use forecasts to develop staffing strategy and operational planning recommendation. Participate in the execution of the plans. Engage across the Customer Engagement team and our partners to facilitate the development of short- and long-term plans for strategy execution. • Reporting & Analytics (30%) Collaborate with the Customer Engagement & Experience team to build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action. Present staffing model recommendations and other data analysis to operational and business partners on a routine basis. Develop approach to monitor and track results to ensure performance benchmarks are met by internal and external call center teams, e.g., handle time, after call work, speed of answer, etc.

🎯 Requirements

• A bachelor’s degree and 5+ years of experience in call/contact forecasting, workforce planning. • Advanced skills in Excel (sophisticated formulas, pivot tables, etc.); PowerPoint, business analytic tools. • Able to work with large data sets to distill conclusions and recommendations for operational adjustments when required. • The ability to analyze business and financial strategy, understanding how one area of the business can affect another area of the business, with excellent attention to detail. • Strong consultative, analytical, planning, and organizational skills. • Experience working with vendors including the ability to have critical conversations and hold others accountable to performance targets. • A propensity for hands-on work and a high level of execution, data driven and analytical. • A strong desire to learn and improve. • Experience leveraging feedback and performance levels to course correct. • An ease working in undefined situations and evidence of creating clarity and path forward. • Ability to travel 4-6 times a year to College Board offices and/or vendors. • Eligible to work in the United States