Workforce Management Forecaster

Rockwell Automation is a global technology leader focused on helping the world’s manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better.

We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that’s you we would love to have you join us!

Job Description

This is an exciting, newly created opportunity to join our dynamic Customer Care organization as a Capacity Forecaster. In this role, you'll have the unique chance to shape and define your own path—building forecasting and planning strategies. As a key contributor to our workforce planning efforts, you'll play a pivotal role in ensuring we deliver exceptional customer experiences while optimizing resource allocation. If you're someone who thrives in a growing organization and enjoys creating structure, this is a fantastic opportunity to make a meaningful impact and grow your career

The capacity forecaster is responsible for developing capacity plans, long-term forecasts and short-term forecasts for a global, multi-channel Customer Care team. This role involves analyzing historical data, business trends, and workload patterns to develop accurate forecasts and capacity plans, ensuring the right balance of resources to meet business demands. The planner uses activity-based modeling to project staffing requirements and proactively identify resource gaps or surpluses. This role helps avoid overstaffing or understaffing while supporting an exceptional customer experience. The capacity planner / forecaster collaborates with across the organization to align workforce strategies with business objectives while proactively identifying risks and opportunities to improve. Strong analytical skills, proficiency in WFM tools and methodologies, and the ability to adapt to dynamic business needs are key.

Key Responsibilities :

• Build and maintain contact volume and handle time forecasts (long and short term).
• Use activity-based modeling and WFM systems to develop capacity plans.
• Analyze historical trends and account for seasonality / events.
• Measure and present forecasting accuracy and variance analysis.
• Collaborate with business stakeholders to align on planning assumptions.
• Support System for Management activities including establishing cadence for Daily / Weekly / Monthly performance reviews
• Be a Subject Matter Expert related to data needs to support performance reviews and collaborate regularly with the data analytics team for development and evolvement of analytics

The Essentials - You Will Have :

The Preferred You may also have :

What We Offer :

#LI-HYBRID

#LI-LH2