Do you want to work in a fast-paced exciting environment and passionate of organizing and planning?, where no two days are the same? We're looking for a Long Term Forecast Analyst who enjoys both a buzz and a challenge.
Long Term Forecast Analyst
Full-time, homebased in the US
We're BCD Travel, one of the world's leading corporate travel management companies with offices around the globe. We help our clients travel smart and achieve more. People join our company because we provide a dynamic work environment, where no two days are the same. And our people stay with us because we care about their work-life balance. But don't just take our word for it: we've been voted top place to work and recognized by Investors In People, Flexjobs and Forbes.
In this role you will be responsible for the strategic planning of staffing requirements for multichannel environments to achieve desired performance and budgetary objectives derived from understood business drivers and impacts. Other duties will include but are not limited to, implementation support, analyzing and proposing actions that will improve Contact Center technology performance and optimization, and documenting return on investment.
A snapshot of this opportunity
Work with internal Workforce Management team as well as field operations to identify alternative solutions and associated pros and con's and explains the requirements, deliverables, costs, and criticalities of the situation as appropriate
Prepare proposals, presentations and cost benefit analysis for recommendations.
Monitor results versus expectations-manages expectations
Partner globally to share subject matter expertise, lessons learned, and work to drive global consistency in how BCD manages and utilizes contact center technology
Provide business requirements, develop standards and practices, and support initiatives to deploy technology and/or processes in support of effective contact center management
Partner with appropriate resources to provide requirements, definitions, calculations and design recommendations for real time and historical reporting
Identify efficiency opportunities, implement solutions, and measure success, with objective of consistently achieving service level goals, improving agent adherence and occupancy, and minimizing cost per call in managed operational units
Define, measure, and report on results to support ROI where required
Partner with ancillary groups (CCS teams, telecom, etc.) to ensure resource alignment and appropriate support is available
Manage processing of Peoplesoft tickets within timelines required and with quality
How you can set yourself apart
Ample experience in forecasting and trend analysis for multichannel environment experience
Demonstrated competency in Workforce Management, ACD and other Contact Center Technologies
Extensive experience in Workforce Management experience
Demonstrated advanced competency in MS Excel and Access
Excellent planning, organization and project management skills
Advanced knowledge of Contact Center Methodologies
Certification in Workforce Management and/or Contact Center Management
What we offer you
At BCD Travel, we work with highly motivated and passionate people. We value open communication, collaboration, and a flexible work-life balance. We offer unique, often global, experiences that empower you to develop and grow within the organization. Sustainability and helping others is also high on our list. We make a difference through charitable activities in our communities across the globe.
About us
BCD Travel helps companies make the most of what they spend on travel. We give travelers innovative tools that keep them safe and productive and help them make good choices on the road. We partner with travel and procurement leaders to simplify the complexities of business travel, drive savings and satisfaction, and move whole companies toward their goals. In short, we help our clients travel smart and achieve more. We make this happen in 109 countries with a global client retention rate of 98%, the highest in the industry. For more information, visit www.bcdtravel.com .
Interested?
Create your profile and upload your resume/cover letter via our website. Feel free to reach out to us with any questions via careers@bcdtravel.com. Note: send your application via the website only.
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*Note: We'll give preference to internal and/or furloughed employees.
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BCD Travel is committed to creating a diverse work environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, disability, age and veteran status. BCD Travel complies with applicable laws in the countries in which we operate. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at careers@bcdtravel.com.
