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　　Key Relationships:

　　Workforce Operations LeaderDirector Workforce ManagementVP, LogisticsWorkforce Management Analysts & CoordinatorsField, Contact Center, Customer Experience, & Sales LeadershipNorth America Managers and ColleaguesKey customers, suppliers, vendors and consultantsAppropriate Government and regulatory agenciesStrong Finance, IT and HR

　　Job Summary:

　　The Short-Term Forecast Analyst is focused on planning the short-term capacity plan (14 - 60 days) and developing call center agent schedules. They will translate the long-term capacity plan into the short-term capacity strategy determining predicted call volume, shrinkage, and productivity. In addition, they will be responsible for creating, publishing, and maintaining schedules for all Customer Service Representatives in support of excellent customer service, financial efficiency and colleague work life balance for the Customer Service Center (CSC). This includes accurate reflection of current shift hours and rotation, planned off phone activities such as team meetings, trainings, holidays, vacations, system issues, unplanned absences, and more. The Short Term Forecast Analyst will have ownership over shift bidding, extra hours and overtime bidding, backfill, identifying and filling coverage gaps, and off phone planning. This includes ownership over the tracking and administration of the attendance policy within the Customer Service Center.

　　Key Performance Indicators:

　　Forecasted HC vs ActualForecasted Call volumes vs ActualForecasted Work Orders vs Actual

　　Principal Duties and Responsibilities:

　　To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Responsibilities and essential job functions include but are not limited to the following:

　　Maintain Verint WFM system to ensure proper day of week, interval patterns, and seasonality factors are not impaired by special events, outages, routing changesTranslate 45-day locked forecast into interval level forecastCreate new operational forecast using the WFM system to build 21- and 14-day Intraday Plan (IDP's). Partner with customer success leadership to review weekly net staffing for 21- and 14-day forecastsComplete reporting and analysis of actuals vs. forecast to improve forecast accuracy down to interval levelCreate and maintain employee profiles, permissions, and terminations/transfers within the Verint WFM systemSchedule creation (new hires, shift bid & holidays) and assignment for Customer Success agentsConduct weekly schedule tests & ensure optimum schedulingPartner with customer success leadership to ensure all off phone activity is pre-plannedEnsure employee group assignments are maintained within the WFM systemAttend planning meetings with Corporate Training and assess impacts to service level/ASACommunicate with internal colleagues via phone, chat and email.Process schedule exceptions within the WFM software.Determine vacancy and recommend shifts for new hire classes.Generate colleague schedules within the WFM software.Assist with other office duties as assigned.

　　CANDIDATE SUMMARY

　　Required Experience:

　　1+ year of working or collaborating with a Contact Center2+ years' experience in Workforce Planning or Scheduling2+ years' experience in creating and managing forecasts using WFM systems and toolsAbility to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) managementExceptional analytical and problem-solving skills with an ability to translate complicated data into meaningful and actionable informationExpert knowledge of Microsoft Office or Google data applications: Excel, Sheets, AccessAbility to work with both minimal supervision and with others in a team environment, occasionally under time pressure and on several tasks at the same time.Skilled at oral and written communicationSQL knowledge and experience preferredPossess service orientation with desire to make a positive impact on all colleagues.Exceptional organizational skills.Be self-motivated.Basic knowledge of Microsoft Office Suite 2007 or later, especially Excel, Word, and PowerPoint.Have knowledge of Google Suite, especially Google Drive and associated programs frequently used at Rentokil North America.

　　Required Leadership Traits and Characteristics:

　　Strong analytical and problem-solving abilities with a strong understanding of key metrics and trends.Excellent organizational and leadership skills with the ability to operate effectively both strategically and operationally as required.Outstanding communication skills with demonstrated ability to influence at all levels with a range of internal and external stakeholders including customers, employees, and suppliers as required.Able to demonstrate strong levels of drive, work ethic and personal accountability with the ability to work under pressure while maintaining sound judgement and a rigorous focus on the details.Acts with the highest standards of integrity at all times and builds enduring and trusting relationships across all key stakeholders.

　　Formal Education, Qualifications or Training:

　　High School Diploma or general education degree (GED), Bachelor's Degree preferred2 or more years' experience in workforce management.

　　Physical Demands and Working Conditions

　　The physical demands are representative of those that must be met by an employee to perform the essential function to this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

　　Incumbent must be prepared to:

　　Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects.Sitting for long periods of time while using office equipment such as computers, phones and etc.Fingering and Repetitive motions; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.Express or exchange ideas with others through the use of spoken word, quickly, accurately, and at an easily audible volume, and receive detailed information through oral communication at usual speaking levels without correction, and/or make fine discriminations in the nature of sounds in the environment.

　　Incumbent is required to have:

　　Close visual acuity to perform detail-oriented activities at distances close to the eyes, as well as visual acuity to perform activities at or within arm's reach with skill, control, and accuracy, such as preparing and analyzing data, viewing computer screen and expansive reading.

　　Incumbent will be subject to:

　　Inside working conditions: The change of building environment such as with or without air conditioning and heating.

　　Why Choose Rentokil ?

　　A career with Rentokil can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.

　　Below you'll find information about some of what Rentokil has to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.

　　Click here to read more about our Total Rewards Program which includes:

　　Professional and Personal Growth

　　Multiple avenues to grow your careerRentokil Terminix is a Drug Free workplaceTraining and development programs availableTuition Reimbursement benefits (for FT Colleagues)

　　Health and Wellness

　　Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more

　　Savings and Retirement

　　401(k) retirement plan with company-matching contributions

　　Work-Life Balance

　　Vacation days & sick daysCompany-paid holidays & floating holidaysA company mindset that prioritizes health, safety, and flexibility

　　We are looking for individuals who want to make a difference where our customers live and work. Is that you?

　　Our companies are proud to be Affirmative Action (AA) and Equal Opportunity Employers (EOE) inclusive of veterans and those with disabilities.

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