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BJs Wholesale Club Member Care Forecasting Analyst in BJ's Club Support Center Marlborough, Massachusetts

Join a team of more than 32,000 team members, comprised of our home office and over 229 clubs and 7 distribution centers. We’re committed to delivering value and convenience to our Members, helping them save every day on everything they need for their family and home. BJ’s Wholesale Club offers a collaborative, team-oriented environment where all team members can learn, grow and excel.

MINIMUM QUALIFICATION:

  • Bachelors or Masters’ degree in math, economics, or statistics

  • Prefer two+ years of call center forecasting experience and the ability to modify forecasting models based on changing business needs

  • Understanding of and experience working with call center workforce management technologies (e.g. Aspect, Verint, NICE/EX, Pipkins)

  • Proficient in Microsoft Office Applications including Word and Excel

  • Experience utilizing a variety of time series and other statistical tests when creating forecasts and modeling multiple scenarios

  • Demonstrates commitment to contact center culture and the call center’s ability to deliver on the brand promise

  • Accountable for forecast accuracy and staffing support process standardization

PRINCIPAL ACCOUNTABILITIES

  • Maintains and modifies forecasting methodologies for the contact center operation

  • Maintains the historical workload data base, analyzes historical volumes and transaction times, and develops operational productivity assumptions to produce:

  • Annual workload and staffing forecasts on a monthly level

  • Rolling twelve week workload and staffing forecasts at a weekly level

  • Three week workload and staffing forecasts at a daily interval level

  • Tracks forecast accuracy performance on a daily, weekly, monthly and annual basis

  • Provides finance with forecasts to be used for budgeting purposes

  • Produces reports comparing forecasted workload vs. actual workload modifying the forecasting model as business requirements change

  • Collaborates with the operational teams and marketing to understand and incorporate assumptions impacting workload into the forecast methodology

  • Adheres to all company policies, procedures, and standards, within budgetary specifications, including time management, supply management, productivity, and accuracy of the work product produced.

  • Promotes individual professional growth and development by continuing to refine forecasting skills and competencies, supporting department-based goals that contribute to the success of the organization, and serving as a mentor or resource to less experienced staff.

SKILLS AND COMPETENCIES:

  • Deep understanding of call center operations and staffing models

  • Working knowledge of call center workforce management and network routing technologies

  • Experience developing and/or utilizing transaction-based econometric forecast models

  • Excellent Microsoft Excel and database modeling skills

  • Ability to analyze performance trends and operational metrics and identify performance gaps for process improvement opportunities

  • Ability to work with and communicate workforce management strategies to Member Care operational leadership

  • Excellent analytical, organizational, and time management skills

  • Ability to deliver quality work under deadline pressure

  • Ability to gain content knowledge quickly

  • Excellent negotiating and consensus building skills

  • Demonstrated ability to work effectively in a rapidly changing environment

  • Must be detailed-oriented and possess the ability to follow through on assignments

  • Ability to work comfortably and communicate with all levels of management and leadership

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