Forecast and Staffing Analyst, WFM

Job Description:Who We Are: Saks is a world-renowned luxury ecommerce destination. On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. This individual will be offered an amazing opportunity of being part of a team tasked with enhancing the legacy style and service that has made Saks the number one luxury retailer.Responsibilities:Using traditional forecasting methods, create annual, monthly, weekly, and daily forecasts for all contact channelsProvide feedback to business partners on forecast accuracy, including what events impacted the resultsPartner with internal stakeholders to ensure that the WFM team is aware of all upcoming events that will have an impact on contact volumes and adjust forecasts and staffing accordinglyMake necessary updates to forecasts and forecasting process using data, results, and feedbackDetermine base staffing schedules to be filled by each contact channel and BPO PartnerCreate and implement creative staffing approaches that will allow sufficient coverage across multiple channels and create efficienciesUtilize Omni-Channel routing and skilling where appropriatePartner with the RTA team to execute real-time adjustments to the plan based on unexpected changes in staffing and volumesCreate and maintain reporting that shows the performance of forecast and actual volume by channel and thirty-minute intervalsShare daily, weekly, and monthly plans with internal and external stakeholders to include analysis and commentary of past results and impacting eventsProfessional Requirements: Bachelor's degree with 3+ years of workforce management experience and data forecast modeling for medium-to-large size contact center programs with multiple BPO partnersContact Center experience is requiredForecasting and Scheduling experience is requiredDemonstrates strong business acumen and a track record of success in partnering with business leaders, leveraging strong written and verbal communication skillsAbility to manage competing priorities and balance multiple projects in a dynamic, fast-paced environment and respond quickly to feedback through iterative designSelf-starter with strong initiative, energy, and accountability with the ability to work autonomously and in a team environmentProficient in Microsoft Office Suite, Google Suite, with a willingness to learn new software as appropriateMust be fully vaccinated against COVID-19 and, if hired, present proof of vaccination prior to beginning employmentYour Life and Career at Saks:Exposure to rewarding career advancement opportunitiesA culture that promotes a healthy, fulfilling work/life balance Benefits package for all eligible full-time employees (including medical, vision and dental). Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.