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Forecasting & Master Scheduler

Company: CNH Industrial
Location: Racine
Posted on: May 3, 2021

Job Description:

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 efficiency.


This position can be performed 100% remote and located anywhere in the continental United States.

Must supply own Internet connectivity with a minimum of 10Mpbs unless able to work from a CNHi established facility.

  • Manually create forecasts and schedules for 3 contact centers, Dealer Parts Support, Incident Management Team and Parts Technical.
  • Collaborate 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
  • Develop analytical tools and models to support business planning related to Contact Center customer service metrics.
  • Generate ad hoc reports to include trend analysis as requested by management
  • Measure and report on accuracy rates by month, day, and interval.
  • Estimate the impact of future activity (system changes, process changes, training classes, communications, etc.) on contact handle time and volume projections.
  • Research, 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 hiring.
  • Handle dealer inquiries, as needed, during times of significant volume in order to help the team achieve its performance goals
  • Provide first level Information & Communications Technology (ICT) support for employees
  • Liaison for ICT related support of call center systems and services

  • High School diploma with 4+ years experience in data analytics, data projects, or working in a call center environment
  • OR Associates degree with 2+ years experience in data analytics, data projects, or working in a call center environment

Preferred Qualifications:

  • Bachelors Degree
  • Proficiency in Microsoft Excel
  • Reporting and data visualization skills
  • Ability to QA and troubleshoot data
  • Demonstrated Mathematical Aptitude

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


CNH Industrial 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 narecruitingmailbox@cnhind.com.


Read about our company’s commitment to pay transparency by clicking this link: pay transparency notice.


Keywords: CNH Industrial, Racine , Forecasting & Master Scheduler, Other , Racine, Wisconsin

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