It's a great time to join AAA The Auto Club Group!
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
Job Type:
Full time
Exempt/Non Exempt:
Salary
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.
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- 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
Important Note:
ACG's Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.
The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.
The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
Regular and reliable attendance is essential for the function of this job.
AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.