Workforce Management Forecast & Schedule Analyst

Overview

Are you self-motivated? Do you enjoy solving problems? Can you work in a fast-paced environment? If you possess these qualities, you will fit right in line with our team! We are seeking a talented Workforce Management (WFM) Forecast and Scheduler for our remote Orkin Customer Contact Center. Must have the ability to work a flexible schedule, including days, evenings, weekends, and/or holidays to ensure we have consistent support for our customers. You’ll join a team backed by more than 120 years of delivering top-notch service, and you’ll be a key player in maintaining our reputation as the best in pests. Want to Join the Best in Pests? Go Pro with Orkin. Apply from your phone in minutes!

Responsibilities

• Analyze and interpret historical call data to identify trends, patterns, and opportunities for the business.
• Create forecast and scheduling solutions for departments that account for current business demands as well as exceptions.
• Provide regular short-, mid-, and long-term workload projections in an omnichannel environment — accounting for seasonality, hiring cycles, attrition, training timelines, and cross-functional initiatives.
• Collaborate with the team to proactively recommend training, time-off, overtime, etc. based on the analysis of schedules and performance reports to uncover opportunities for efficiency.
• Responsible for updating and maintaining operations call-volume patterns that accurately validate forecasting methods.
• Compose, lead and present weekly reviews of forecasts, schedules, shrinkage, and KPI results and trends.
• Develop resolutions to complex problems that frequently require advanced competency in WFM metrics and analysis.
• Collaborate with department leaders to ensure accurate staffing levels and to formulate efficient strategies.
• Be a leading force in suggesting scheduling changes and creating new business models.
• Stay curious and keep up to date on the latest best-in-class workforce management solutions and methodologies.
• Determine the balance between optimum scheduling, service expectations, employee satisfaction, and current legal/regulatory requirements.
• Perform other job-related duties as requested.

We Offer

• A Competitive Compensation package with upward earnings potential
• Comprehensive benefits package including medical, dental, vision & life Insurance
• 401(k) plan with company match, employee stock purchase plan
• Paid Time Off (PTO)
• Employee discounts, tuition reimbursement, dependent scholarship awards
• Inclusive training programs as the industry leader

Why Orkin?

• Founded in 1901, Orkin Pest Control is a global residential and business service provider
• Consecutive years of improved earnings with over 2 million customers
• Orkin is financially stable and growing as the largest subsidiary of Rollins (NYSE: ROL), headquartered in Atlanta, GA
• Orkin’s National Contact Center is a high energy, fun and collaborative work environment with strong management

Qualifications

What’s required

• High School/GED
• 3+ years of related professional experience
• WFM forecasting and analysis experience specifically in Contact Centers supporting Omni channel and scheduling experience is preferred
• Advanced Excel/Database skills
• Power BI Experience
• Familiarity with Contact Center scheduling tools
• Knowledge of Verint, NICE/IEX, Genesys, or the equivalent a plus
• We will consider all qualified candidates for employment in a manner consistent with the requirements of applicable federal, state and local law

Work From Home Requirements

• Appropriate workspace in your home, private/semiprivate home-office space free of distractions and background noise
• A workspace with adequate furnishings (e.g., a desk and chair) and lighting
• Minimum of 100 mbps download and 50 mbps or higher, high speed internet connection with the ability to hard wire directly to a modem

What You’ll Need

• Ability to advocate and prioritize in a customer centric organization.
• Strong written and verbal communication skills.
• Excellent problem-solving skills; quick identification and efficient resolution of issues.
• Ability to validate, analyze and organize data, and recommend solutions to address business needs.
• Must be a self-starter with the ability to work independently and in team environments, multi-task, effectively prioritize, and deliver in a fast-paced, dynamic environment.
• We encourage applicants to complete our short Culture Index Survey so we can get to know your natural work style and preferences.

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