New York Times Forecast Analyst, Vendor Operations in New York, New York
This is a vital moment in the life of The New York Times. We have declared ourselves a subscription-first company—staking our future on producing journalism worth paying for and developing deeper relationships with our subscribers.
Customer Care is at the center of these efforts. As the Forecast Analyst for the Care Vendor Operations team, you will make sure our vendors have the necessary guidance and data to service our customers at exactly the right time and place, and in a cost effective manner.
You will run the processes of forecasting, planning, scheduling, and attaining service level results across all contact channels in a multi-vendor, multi-site operation, engaging with multiple business partners and vendor contacts to provide short and long-term strategies accompanied by communication plans.
This role reports to the Senior Manager of Vendor Operations and is based anywhere in the United States.
Predict future workload for all contact center groups utilizing historical volume, handle or transaction times, business assumptions, and statistical/trend analysis to develop a model that accurately predicts workload at the monthly, weekly, daily, and interval levels. Translate workload forecasts into interval staffing requirements, published to the vendors as IDPs.
Create and manage long-term capacity plans with functionality to account for seasonal variations, planned and unplanned events. Track daily anomalies and operational updates that influenced actual contact volume received and handle times associated to build historical information to refine future forecasts.
Manage reporting and analysis (intra-day, daily, weekly, monthly) to all internal and external stakeholders with the ability to communicate to levels ranging from front-line associates to executives. Understand the team budget, ensuring the department meets financial goals and objectives.
Serve as the primary point of contact between internal teams and contact centers on forecasting, scheduling, capacity planning, monitoring volume, and approving off-phone activity (e.g. vacation, PTO, training, meetings, etc.).
Monitor weekly and monthly production and training budget vs. actuals to ensure vendors aren’t over-spending.
Hold vendors accountable for staffing procedures, analysis of real-time workload requirements, and contact routing to achieve service levels at multiple locations and across multiple contact channels. Maximize efficiency and occupancy to meet/exceed budget while meeting service level objectives.
You have 4+ years of experience forecasting / planning experience in a contact center environment. You’ve worked with sophisticated forecast models, built staffing plans for multi-vendor / multi-line of business programs, and managed asynchronous and real-time channels and multi-million dollar budgets.
You have strong written, verbal, and visual communication skills. You’re able to explain complex or technical concepts in terms anyone can understand, and you create impactful and easily consumable charts and reports.
You create order out of chaos. You can break down complex problems into clear, actionable components, and you’re good at driving consensus across multiple stakeholders to solve them.
You have the mind of an analyst. You’re good at answering difficult questions, but you’re even better at figuring out what questions to ask in the first place.
You’re creative, adaptable and decisive in your problem solving. You’re resourceful in the face of obstacles, comfortable in a constantly changing environment and not afraid to make a call and stand behind it.
You take initiative when you see something that needs to be done - you don’t wait to be asked. You have a naturally autonomous working style and are very comfortable solving problems on your own.
You have exceptional time management and organizational skills. You never miss a deadline and you naturally keep stakeholders up-to-date on your progress.
You’re fluent in Microsoft Excel and/or Google Sheets and have a deep knowledge of call center workforce management, network routing and scheduling programs.
The New York Times is committed to a diverse and inclusive workforce, one that reflects the varied global community we serve. Our journalism and the products we build in the service of that journalism greatly benefit from a range of perspectives, which can only come from diversity of all types, across our ranks, at all levels of the organization. Achieving true diversity and inclusion is the right thing to do. It is also the smart thing for our business. So we strongly encourage women, veterans, people with disabilities, people of color and gender nonconforming candidates to apply.
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