Through its people and brands, CNH
Industrial delivers power, technology and innovation to farmers,
builders and drivers all around the world. Each of its brands,
including Case IH, New Holland Agriculture, Case and New Holland
Construction, FPT Industrial, Capital, and Aftermarket Solutions,
is a major international force in its specific sector.
Are you a person who is passionate about working with data, people
and building actionable data analytic solutions with a desire to
flourish within an organization with development and growth
opportunities? If so, CNH Industrial Aftermarket Solutions
may have an opportunity for you.
The Dealer Parts Support Schedule and Forecast Analyst is a core
member of a multi-functional product support team within the
Customer Solution Center. As the Dealer Parts Support
Schedule and Forecast Analyst you will be responsible for
facilitating the development of the contact center forecasts and
analyses. In this role, you will establish and maintain the
department's capacity planning and staffing models which drive the
hiring and training needs. This role requires strong analytical
capabilities to continuously improve accuracy and process
This position can be performed 100% remote and located anywhere in
the continental United States.
supply own Internet connectivity with a minimum of 10Mpbs unless
able to work from a CNHi established facility.
create forecasts and schedules for 3 contact centers, Dealer Parts
Support, Incident Management Team and Parts Technical.
with management to identify key business issues, outline strategic
alternatives and recommend action plans to management related to
the contact centers staffing and forecast for staffing.
- Meet with
department managers quarterly (or more) to formally review forecast
and scheduling needs
analytical tools and models to support business planning related to
Contact Center customer service metrics.
ad hoc reports to include trend analysis as requested by
and report on accuracy rates by month, day, and
the impact of future activity (system changes, process changes,
training classes, communications, etc.) on contact handle time and
compile and maintain historical data required for management
records and extensive analysis. Examine historical data to
recommend skill and staffing patterns based on daily statistics for
dealer inquiries, as needed, during times of significant volume in
order to help the team achieve its performance goals
first level Information & Communications Technology (ICT) support
for ICT related support of call center systems and
diploma with 4+ years experience in data analytics, data projects,
or working in a call center environment
Associates degree with 2+ years experience in data analytics, data
projects, or working in a call center environment
in Microsoft Excel
and data visualization skills
to QA and troubleshoot data
CNH Industrial is
an equal opportunity employer. This company considers candidates
regardless of race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, or veteran status.
Applicants can learn more about their rights by viewing the federal
"EEO is the Law" poster and its supplement here.
participates in E-Verify and will provide the federal government
with your Form I-9 information to confirm that you are authorized
to work in the U.S. You can view additional information here.
If you need
reasonable accommodation with the application process, please call
1-800-889-4422 option 1 and then option 5, or contact us at
Read about our
company’s commitment to pay transparency by clicking this link:
pay transparency notice.