The Workforce Management Forecaster serves in the capacity of providing short/midterm forecasting for multiple queues or an entire Contact Center. They will utilize information contained within our Workforce Management platform as well as use industry standard methods/tools to provide a long-term view of forecast (12 months) for one or two queues or workgroups. Shapes and drives strategy of the assigned team(s) and contributes to strategy of the assigned area(s).
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Interface regularly with Director of Workface management as well as Sr Forecaster and queue or work group heads within and outside of TCC.
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Provide detailed long term forecasting direction and oversight for one or two Contact Center queues.
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Assist queue management on modeling of long-term strategies them in an overflow or skills-based routing paradigm.
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Serve as a primary modeler during yearly budget/reforecast process.
- Maintain configurations for pertinent scheduling software and troubleshoot related issues. Create staffing forecasts for all inbound/outbound call centers.
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Create long-term forecasts for volume, handle-times, and staffing for multiple queues as well as full Contact Center Enterprise.
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Is lead on providing staffing level recommendations and service level impacts for one-time system/bank conversions or other significant events.
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Create schedules to fit with available resources, forecast staffing requirements.
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Provide detailed analytical reporting and make recommendations as requested by management to assist in decision-making.
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Identify, analyze, and interpret patterns or trends in call volume and Average Handle Time (AHT) data as well as employee shrinkage and productivity.
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Identify and recommend issues that negatively impact service level achievement and recommend ways to improve these processes.
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Manage long-term time off requests, including their resulting impact on staff scheduling, i.e., vacation, change requests.
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Complete long-term schedule adjustments.
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Communicate to management impacts of known events in the upcoming schedule sets.
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Assist in projects impacting the Contact Center or Enterprise with detailed analysis.
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Exercise usual authority of a manager concerning staffing, performance appraisals, promotions, salary recommendations, performance management and termination.
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Understand and adhere to the Company’s risk and regulatory standards, policies, and controls in accordance with the Company’s Risk Appetite.
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Identify risk-related issues needing escalation to management.
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Promote an environment that supports belonging and reflects the M&T Bank brand.
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Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable.
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Complete other related duties as assigned.
Individual contributor role.
Capable of forecasting on a short term for multiple contact queues as well as long term forecasting for one or two queues.
Minimum of 3 years’ experience with workforce management software and forecasting/scheduling work.
Experience creating and designing reports in pertinent spreadsheet software and/or presentations.
Ability to complete detailed statistical analyses (regressions).
Detail-oriented.
Ability to multi-task in a fast-paced environment.
Capability to interact with Senior management.
Minimum 3 years’ experience in a Planning or Forecasting WFM Role
Excellent communication and listening skills
Excellent knowledge of written and spoken English
Impeccable attention to detail
Exceptional people skills
Well-developed problem-solving and analytical skills
Ability to learn & manage multiple technical systems
Strong knowledge of Excel is necessary
Knowledge of Workforce management tools e.g., Shifttrack, aspect etc.
Genesys Cloud CX or Genesys WFM, Banking Industry Experience
M&T Bank is committed to fair, competitive, and market-informed pay for our employees. The pay range for this position is $26.00 - $43.34 Hourly (USD). The successful candidate’s particular combination of knowledge, skills, and experience will inform their specific compensation.
Williamsville, New York, United States of America
