Job Title: Forecasting Analyst III

Work Location: 6070 N. Irwindale Ave Irwindale CA 91702

Job Duration: 12 Months

Job Type: Temporary Assignment

Working Hours: Mon-Fri 8 am to 5 pm PST

Work Mode: Onsite

Pay rate: $44.45 - 49.90/hr.

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. The Client is a leading electric utility in the United States, serving millions of customers across central, coastal, and Southern California. The Company provides electricity transmission and distribution services, supporting residential, commercial, and industrial customers across the region. It focuses on grid modernization, energy management, and infrastructure reliability to ensure consistent power delivery. The Client also drives clean energy adoption, electrification initiatives, and wildfire mitigation efforts, serving customers across its service territory.

Description:

Job duties may include create detailed design documentation for the development of computer systems in accordance with business needs; devising, configuring, operating, and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business, department, team, or functional goals.

Day-to-Day Responsibilities/Workload

• This role is responsible for building workforce plans that support our day‑to‑day operations.
• It includes forecasting, staffing plans, schedule development, and performance analysis, with close partnership across Operations, Systems, and our vendors to keep service on track.
• This person is expected to understand what’s happening on the floor, explain why it’s happening, and recommend clear actions to address it.

Required Skills/Attributes:

Hands-on WFM experience in a contact center (forecasting + scheduling + performance analysis)

Strong understanding of key call center drivers and metrics:

• Forecast inputs (volume, AHT, shrinkage), service level/ASA, abandon rate, occupancy, adherence, backlog
• Proven ability to turn data into operational recommendations, not just reports
• Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)
• Experience producing staffing plans and explaining tradeoffs (service vs cost)
• Comfortable working with ambiguity and changing priorities (weather/events/outages/system issues)
• Strong communication skills, able to clearly explain performance drivers and provide direct, easy‑to‑understand updates
• Strong stakeholder partnership collaborating well with Operations and vendors
• High attention to detail and follow-through (schedule accuracy, assumptions, documentation)

Desired Skills/Attributes:

Experience with WFM platforms such as:

• Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc.
• Experience with multi-site and/or vendor/BPO operations (and managing different shrinkage patterns)
• Experience supporting multi-skill routing and queue/skill strategy
• Knowledge of intraday management practices and real-time levels (OT, VTO, reassignments, skill changes)
• Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages, billing cycles, weather)
• SQL, Power BI/Tableau, or data modeling skills
• Experience building standard work, playbooks, governance routines, and reporting automation
• Exposure to labor rules / union environment (if relevant), timekeeping systems, and policy constraints
• Experience coaching/mentoring and driving adoption of WFM best practices

Desired Skills/Attributes

Education Requirement:

• Bachelor Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience. Possesses three to five years of experience.
• Degree preferred; minimum 4–6 years of direct contact center WFM experience may substitute
• Minimum Years of Experience: Five or more years of experience performing resource management and/or business planning.

TekWissen® Group is an equal opportunity employer supporting workforce diversity.