Job Title

**About the Role:** Are you a master of data, with a keen eye for patterns and a passion for predictive analytics? We are seeking a highly analytical and detail-oriented individual to join our client’s team, focusing on critical operational forecasting within their contact center environment. This is *not* an accounting role; instead, you will be instrumental in optimizing customer experience and operational efficiency by accurately predicting key metrics. Your insights will directly influence staffing, resource allocation, and strategic planning, ensuring seamless service delivery and contributing to the overall success of the organization. This is a fantastic opportunity to leverage your analytical prowess, learn diverse aspects of the business, and position yourself for significant career growth. **What You’ll Do:** As a pivotal member of the team, you will: * Develop and maintain sophisticated forecast models to accurately predict contact volumes, handle times, and staffing requirements across various intervals (daily, weekly, monthly). * Analyze actual performance against forecasts, providing critical variance analysis and insights to drive continuous improvement. * Collaborate extensively with internal stakeholders and data suppliers to refine forecasting assumptions, improve data accuracy, and analyze the impact of proposed operational changes. * Partner with performance management teams to identify initiatives that enhance service levels and operational efficiencies. * Conduct in-depth analyses, formulate clear conclusions, and present actionable recommendations to management. * Actively research and implement new forecasting techniques, industry best practices, and innovative tools to elevate forecasting capabilities. * Support the development of short-term and long-term operational forecasts and budgets, identifying opportunities for financial savings and driving accountability. * Design and maintain robust reporting tools that illuminate forecasting trends and provide a comprehensive view of operational data. * Contribute to a broader understanding of workforce strategies, offering insights that impact the entire operational landscape. **What You’ll Bring:** **Required Skills & Experience:** * **Experience:** A minimum of 2+ years of dedicated forecasting and reporting experience in a non-accounting capacity. * **Data Acumen:** Proven ability to work with large datasets, specifically call center data related to volume and case handle time. * **Analytical Skills:** Strong analytical and problem-solving capabilities, with a knack for translating data into actionable insights. * **Technical Proficiency:** Advanced proficiency in MS Excel for data manipulation, analysis, and model building, along with experience using Power BI for reporting and visualization. * **Collaboration:** Excellent communication skills, with the ability to collaborate effectively with diverse teams and present findings clearly. * **Education:** While a Bachelor’s or Associate’s degree is highly preferred, relevant professional experience will also be considered. **Nice-to-Have Qualifications:** * Familiarity with workforce strategies or previous experience within a call center environment. * Knowledge of forecasting and analytical tools such as Minitab, Clarabridge, SQL, or Nice Lex. * A proactive approach to seeking out and implementing process improvement opportunities. This is an hybrid position in Warren, MI. All candidates must be local and elgible to work in the US without a sponsorship. The target hiring compensation range for this role is $24-25/hr. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location. #LI-NP1 #STM **About Aquent Talent:** Aquent Talent connects the best talent in marketing, creative, and design with the world’s biggest brands. Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. More information on our awesome benefits! Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We’re about creating an inclusive environment—one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive. #LI-Hybrid