Job Description

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
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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.
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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 .
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 .