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MSC Industrial Supply Co. Analyst, CC Forcastg/Rptg in Southfield, Michigan

Build a better career with MSC.

Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE (https://youtu.be/VvCFDMQRyM8) to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID : 6145

Employment Type : Full Time

Job Category : Customer Care / Contact Centre

Work Location : Southfield, MI

State or Province : Michigan (US-MI)

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BRIEF POSITION SUMMARY:

The Forecasting & Reporting Analyst drives processes that improve the efficiency and accuracy of associate staffing. This role responsible for the contact center workforce management and reporting activities including forecasting, scheduling, administration, historical, custom and ad hoc reporting. This position provides analytical support to Operations Management for contact center staffing needs, monitors performance, schedule adherence, and completes weekly reporting.

DUTIES and RESPONSIBILITIES:

  • Ensure adequate support for meeting departmental and company objectives for productivity and customer satisfaction.

  • Evaluate, recommend and implement changes that ensure an appropriate staffing to workload ratio is effectively maintained for optimum service

  • Produce, compile, and distribute weekly forecast to drive key business indicators.

  • Develop and analyze contact center reporting to ensure optimal performance within the contact centers.

  • Analyze past trends, forecast future volumes, and create plans to allocate resources to maintain business service levels while minimizing operating costs.

  • Working with call center supervisors and/or managers daily to ensure that call centers are properly staffed and receiving appropriate call volume.

  • Assist with projecting long range plans based on trends in call volume, employment, and scheduling issues.

  • Alert call center supervisors and/or managers to any routing or staffing concerns.

  • Arrange, record and track all personal time for call center associates. This includes all time off such as sick, vacation, disability etc.

  • Analyze call volume to determine ideal times for training, upcoming trends, staffing needs, peak times and overall coverage.

  • Providing statistical analyst of productivity reports to supervisors and/or managers. Keeping supervisors and/or managers aware of any trends that need to be addressed with individual associates.

  • Responsible for driving and reporting all statistical data in addition to bringing creative ideas that will increase performance and revenue yield.

  • Maintain a constant pulse on key metrics.

  • Complete Ad Hoc reporting as required.

  • Execute other tasks as requested by leadership.

  • Facilitate special projects as assigned

  • Drives the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.

  • Participation in special projects and performs additional duties as required

EDUCATION and EXPERIENCE:

q A Bachelor’s degree in Business or the equivalent is required.

q Minimum of four years inbound/outbound call center experience is required.

SKILLS:

q Strong statistical, analytical and math skills are required

q Proficiency in Microsoft Office, including Access, PowerPoint, Advanced Excel, including but not limited to VLOOKUP and Pivot Tables/Charts

q Results-oriented with a strong sense of accountability and urgency.

q Knowledge of call center dynamics, staffing strategies, staffing execution, and performance management.

q Ability to manage many large projects simultaneously.

q Expertise in utilizing key metrics to evaluate and recommend best practices for call center operations.

q Ability to work independently, interpret data, identify trends, and formulate solutions to staffing scenarios.

q Ability to prioritize and re-prioritize activities, multi-task, and follow tasks to completion.

q Knowledge of phone monitoring applications (WFM/WFO, CMS and Avaya Oceana Preferred)

q Knowledge of external data sources – connecting to other data platforms, files, etc. (i.e. WFM/WFO)

q Importing & exporting data/reports/databases

q Understanding data sources and data points

q Avaya telephony solutions knowledge preferred

q Oracle Business Intelligence Enterprise Edition (OBIEE) knowledge preferred

q Excellent written

Why MSC

People. Collaboration. Insight. That’s how you build something that works.

Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions.

We care about our associates and have programs in place to help our 6,500+ team members achieve their potential. When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, as well as a variety of benefits to support you and your family's health, well-being, and financial future.

If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

Equal Opportunity Statement

At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law.

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