Remote - Forecasting and Planning Capacity Consultant

It's a great time to join AAA The Auto Club Group!

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Job Type:

Job Description:

Primary Duties and Responsibilities:

The Forecasting & Capacity Planning Consultant will be responsible for developing comprehensive long-range capacity hiring models, development of short-range tactical forecasts, and deep diving into performance analysis of our contact centers. Responsible for conducting data analysis for operational resources and capacity planning, we are looking for an individual who has strong experience in the use of complex statistical analysis, quantitative methods to identify trends, and root-cause analysis of business performance.

• Conduct analysis of data using complex statistical analysis quantitative methods including linear regression, logistic regression, and methods for clustered and repeated measures data to identify trends, anomalies, and outliers.

• Create accurate long-term forecasts for volume, average handle time and shrinkage for all supported workgroups using advanced techniques to develop comprehensive headcount plans.

• Drive budget planning cycles through effective support of operational understanding and planning to maximize the budgeting processes.

• Develop and maintain staff models looking out 3 years that align with long term business plans, budget requirements and learning needs.

• Integrate and interpret data from many different sources including system applications, databases, Excel extracts and databases and format to perform in depth analysis.

• Strong understanding of business area to create a comprehensive overview and analysis of critical business data to consult leaders with solutions and options to help resolve business problems.

• Recommend KPI's and metrics for measuring and reporting business results and workforce gaps to business leaders. Create and maintain workforce planning scorecard and dashboard.

• Identify and recommend process improvement opportunities within the Workforce Management team and share observations on processes within the business areas supported.

• Leverage data mining, analytics, and reporting tools.

• Participates in cross functional projects and develop project deliverables for various enterprise scopes.

Total Compensation Overview

• WFM Capacity Planners will earn a competitive salary of $63,814.40 - $99,278.40 annually with annual bonus potential based on performance.

• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:

• 401k Match

• Medical

• Dental

• Vision

• PTO

• Paid Holidays

• Tuition Reimbursement

Required Qualifications

Education:

• Bachelor's degree in business, statistics, mathematics or a related field or an equivalent combination of professional related work experience.

Experience:

• 5+ years of workforce management experience

• 3+ years of quantitative analysis or research experience

Knowledge and Skills:

• Strong understanding and experience forecasting using trend extrapolation, driver based, simple regression, econometric models, and multivariate methods.

• Experience as primary capacity consultant for Vice President level Senior Leadership providing optimal headcount plans and hiring strategy to accomplish budget objectives

• Expert Excel skills and experience in macros, data tables, integrating Excel with other tools, evaluating and trouble-shooting complex models and optimizing Excel

Preferred Qualifications

• Experience working with SPSS, SAS, R or other statistical software package

• Expertise with using Power Query, the Excel internal Data Model, Cube formulas, DAX, and Power Pivot

Work Environment

This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life's journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you'll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com