A Forecaster plays a significant role in the success of our business, as they are instrumental in assisting our management in making sure we are properly staffed to meet the needs of our clients and customers. What does that mean? As a Forecaster, you find patterns and analyze trends to make forward thinking business decisions.

Why You Should Consider This Role

• You love numbers, data and stats
• You only use shortcuts in Excel
• You are naturally geared towards identifying trends, finding patterns and solving complex problems
• You treat others with dignity and respect while delivering results
• You are comfortable dealing with multiple priorities
• You are a thinker and doer at the same time
• You go above and beyond in your role because you want to, not because you have to

What You Will Like

• The people – we care
• The diversity - every day is different
• The excitement – we focus on ‘What Matters Most’ to our customers
• The difference in the value Assurant places on strong leadership
• The opportunity to learn, grow and advance within our fortune 500 global company
• Competitive salary

What will be my duties and responsibilities in this job?

• Pull from various systems and analyze trends, volumes, patterns and initiatives to provide forecasted work item volume by client.
• Participate in and present data during monthly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet Back Office staffing requirements.
• Provide staffing recommendations to meet contractual Service Level Agreement metrics.
• Complete reporting requests.
• Complete long-term forecast analysis for multiple clients and Back Office departments.
• Act as departmental Subject Matter Expert.
• Provide reporting from various data sources to quantify volume patterns, Average Completion Time (ACT) changes, and other support center metrics to serve as documentation of realized impacts to process improvement
• Provide staffing recommendations to meet contact center contractual SLA metrics before and after improvement initiative implementation
• Provide reporting from various data sources in order to quantify call arrival, AHT changes, and other call center metrics to serve as documentation of realized impacts to process improvement
• Facilitate weekly meetings with the Operations team to discuss trends, projections, and to create a plan of action to meet contact center metrics
• Complete staffing analysis for budgetary reporting
• Other duties/projects as assigned

What are the requirements needed for this position?

• 4 + years of work experience, ideally in a contact call center environment
• 2+ years of experience in forecasting for business projections
• 3+ years of experience with SQL, Advanced Excel, (macros, pivot table, formulas), Access, Power BI and creating forecast models
• Proficient with Microsoft Word and PowerPoint
• High School diploma or GED. Bachelor’s degree or student in related fields (Data analytics, engineering, computer science, mathematics, etc.) is desired

What other skills or experience would be useful in this role?

• Forecast analysis for multiple clients and Back Office departments
• Broad knowledge of Aspect eWFM in a virtual call center environment
• Avaya and or Rockwell Automated Call Distributor experience
• Candidates in Eastern or Central time zones are preferred

Other Requirements

• Superior organizational skills, including ability to manage multiple, complex projects simultaneously
• Coursework or basic knowledge of Mathematical Statistics
• Excellent analytical and problem-solving skills
• Excellent oral and written communication
• Ability to prioritize, organize, and work independently or as part of a team to complete multiple tasks
• Fluent in reading, writing and speaking English
• Team player/Flexibility
• Accustomed to making sound and timely decisions based on diverse data

#AssurantProudJR

Pay Range $53,400.00 - $88,200.00

Any posted pay range considers a wide range of compensation factors, including candidate background, experience and work location, while also allowing for salary growth within the position.

Expected application deadline is

07/04/2025

If date is blank then this is a pipeline requisition, and we will continue to collect applications on an ongoing basis.

Helping People Thrive in a Connected World Connect with us. Bring us your best work and your brightest ideas. And we’ll bring you a place where you can thrive. Learn more at jobs.assurant.com.

For U.S. benefit information, visit myassurantbenefits.com. For benefit information outside the U.S., please speak with your recruiter.

What’s the culture like at Assurant? Our unique culture is a big reason why talented people choose Assurant. Named a Best/Great Place to Work in 13 countries and awarded the Fortune America’s Most Innovative Companies recognition in 2023, we bring together top talent around the world. Although we have a wide variety of skills and experiences, we share common characteristics that are uniquely Assurant. A passion for service. An ability to innovate in practical ways. And a willingness to take chances. We call our culture The Assurant Way.

Company Overview Assurant is a leading global business services company that supports, protects, and connects major consumer purchases. A Fortune 500 company with a presence in 21 countries, Assurant supports the advancement of the connected world by partnering with the world’s leading brands to develop innovative solutions and deliver an enhanced customer experience through mobile device solutions, extended service contracts, vehicle protection services, renters insurance, lender-placed insurance products, and other specialty products.

Equal Opportunity Statement Assurant is an Equal Employment Opportunity employer and does not use or consider race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state, or local law in employment decisions.

Job Scam Alert Please be aware that during Assurant's application process, we will never ask for personal information such as your Social Security number, bank account details, or passwords. Learn more about what to look out for and how to report a scam here.