Workforce Planning and Forecasting Coordinator Contact Center

Canon ITS is seeking a Workforce Planning and Forecasting Coordinator to support our Contact Center operations through workforce planning forecasting and data this role youll help ensure we have the right staffing levels to meet customer demand maintain service-level goals and support efficient day-to-day operations. Youll analyze contact volume and staffing trends identify potential challenges and recommend solutions that align workforce needs with business objectives. This Level IV position offers the opportunity to apply your analytical skills judgment and initiative while collaborating with supervisors and managers to optimize staffing and improve Contact Center performance.

The ideal candidate is proactive organized dependable and adaptable with strong time-management skills and the ability to manage competing priorities in a fast-paced environment.

Why Join Canon ITS

We offer a comprehensive benefits package designed to support your health financial well-being and work-life balance including:
- Medical dental and vision insurance
- Company-paid holidays
- Generous paid vacation and sick leave
- 401(k) with company match
- Tuition reimbursement
- Employee discounts through the Canon Company Store
- Professional development opportunities
- And much more!

Work Arrangement

This position follows a hybrid work model. Employees are scheduled to work in the office two fixed days per week and may work remotely up to three fixed days per week. Employees also have the flexibility to work from the office during normal business hours on remote-designated days if preferred.

Compensation

The hourly pay range for this position is $20.54$27.88 in accordance with applicable pay transparency laws.

As a Workforce Planning and Forecasting Coordinator youll:

- Develop weekly forecasts for contact volumes handle times and off-phone activities to support effective workforce planning.
- Forecast contact volumes and staffing requirements using historical data emerging trends and business needs.
- Analyze business trends forecast variances and performance data across multiple forecast groups to identify opportunities risks and potential operational impacts.
- Prepare and deliver reporting on business trends and workforce impacts to support long-term strategic planning and decision-making.
- Communicate short-term staffing requirements forecast updates and anticipated workforce needs to the lines of business.
- Create maintain and evaluate staffing schedules to ensure optimal coverage meet service-level targets and identify when scheduling adjustments are needed.
- Monitor real-time schedule adherence and make appropriate adjustments to optimize staffing productivity and service levels.
- Analyze units-sold data and customer propensities to support accurate forecasting and workforce planning.
- Maintain and refine forecasting models to improve short-term forecasting accuracy and reliability.
- Partner with lines of business supervisors and employees to assess current and future staffing impacts including planning for new product training and shift bids.
- Manage and record employee attendance to support accurate staffing projections and schedule adherence.
- Monitor and maintain established performance standards for forecast accuracy off-phone activities service levels and occupancy.
- Identify workforce planning challenges evaluate potential impacts and recommend solutions to improve operational efficiency and effectiveness.
- Perform other duties as assigned.

- Associate degree or postsecondary technical education; alternatively two years of relevant experience.
- Strong problem-solving critical-thinking and analytical skills.
- Excellent mathematical aptitude and attention to detail.
- Effective written and verbal communication skills with the ability to tailor messages to different audiences.
- Proficiency working with spreadsheets including formulas and databases.
- Proficiency with workforce management and forecasting applications.
- Proficiency in Google Workspace including Gmail Google Chat and Google Meet.

Canon Information Technology Services Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon is committed to providing equal employment and advancement opportunities to all qualified persons without regard to race sex marital status sexual orientation or affectional preference color religion national origin age disability or veteran status unless a bona fide occupational qualification exists. Our commitment is to assure full opportunity for all employees in order that they may achieve their highest potential and to assure progressive employment practices that conform to the letter and spirit of federal state and local laws regarding equal employment opportunities. Canons policy is to:

Recruit hire and promote for all job classifications without regard to race color religion sex age sexual orientation disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits transfers layoffs company sponsored training education tuition assistance social and recreation programs) will be administered without regard to race color religion sex age sexual orientation disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S. please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1- Eastern time from within the US. For all other reasonable accommodation requests please call . You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the contractors legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Notice to Recruiting Firms/Agencies

Canon ITS typically recruits candidates directly rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system by direct invitation of Canon ITS and if Canon ITS has a contract with the recruiter.

Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin disability or protected veteran status. To read more about employment discrimination protections under federal law click here

#CITS

Hybrid - This position offers a hybrid work schedule requiring you to be in the office Tuesdays and Thursdays and an option to work from home the remainder of the week (unless a specific business need arises requiring in-office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.