BUILD A BETTER CAREER WITH MSC
Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.
Requisition ID :19971
Employment Type : Full Time
Job Category : Customer Service/Support
Work Location : Atlanta, GA (Whse)
BRIEF POSITION SUMMARY:
The Forecasting & Reporting Analyst supports Contact Center Operations by developing accurate call volume forecasts, producing actionable reporting, and ensuring staffing levels align to business needs. This role owns the forecasting,workforce optimization, and reporting processes that drive operational efficiency, service level attainment, and customer experience outcomes. The analyst provides continuous analytical support to Operations Leadership, monitors performance trends, and delivers weekly and ad hoc reports that guide resource planning and strategic decision-making.
DUTIES AND RESPONSIBILITIES
- Develop and maintain call volume forecasts using time series models, regression techniques, and Erlang C–based staffing methodologies (e.g., service level driven capacity planning).
- Analyze historical trends, seasonality, campaigns, and operational drivers to produce accurate short-term and long range forecasts.
- Create, update, and distribute weekly forecasting packages and performance dashboards for leadership.
- Monitor key contact center KPIs such as service level, ASA, ABA, AHT, shrinkage, occupancy, and FCR to ensure operational performance targets.
- Conduct forecast accuracy reviews and variance analyses to identify root causes and improvement opportunities.
- Build staffing capacity models that balance service level goals, occupancy targets, and cost efficiency.
- Partner with operations leadership daily to assess staffing needs, routing behaviors, and real time performance risks.
- Support real-time decision-making by providing insights on intraday trends, call spikes, and operational risks.
- Recommend staffing, scheduling, and skilling adjustments to optimize performance and resource allocation.
- Collaborate with IT, Workforce, and Operations to troubleshoot routing issues, data discrepancies, and volume anomalies.
- Ensure data integrity by validating inputs, reconciling discrepancies, and maintaining reliable datasets.
- Identify ideal times for coaching, training, and meetings based on forecasted volume and staffing patterns.
- Develop and maintain reports, dashboards, and ad hoc analyses to support leadership decisions.
- Automate recurring reporting or forecasting tasks to improve speed, accuracy, and operational efficiency.
- Participate in continuous improvement initiatives and special projects to enhance accuracy, efficiency, and customer experience.
- Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose.
- Participation in special projects and performs additional duties as required
QUALIFICATIONS
What You Need:
- Strong statistical, analytical, and mathematical skills, with the ability to interpret complex data, identify trends, and develop actionable insights.
- Advanced proficiency with Microsoft Excel (VLOOKUP/XLOOKUP, Pivot Tables/Charts, advanced formulas) and strong working knowledge of Microsoft Office including PowerPoint.
- Working knowledge of forecasting methodologies including time series, regression, and Erlang C–based staffing models.
- Solid understanding of call center dynamics, staffing strategies, WFM processes, and KPI impacts (SL, ASA, ABA, AHT, shrinkage, occupancy, FCR).
- Ability to work independently and manage multiple large projects simultaneously while maintaining accuracy and urgency.
- Strong communication and interpersonal skills, with the ability to explain technical findings to non-technical audiences.
- Demonstrated ability to ensure data integrity, reconcile discrepancies, and manage large or imperfect datasets across multiple data sources.
Bonus Points If You Have:
- Experience with WFM / WFO platforms such as Verint, NICE, Genesys, Avaya CMS, or Calabrio.
- Knowledge of Avaya telephony or similar contact center routing platforms.
- Familiarity with BI/reporting tools (Power BI, Tableau, Looker).
- Experience working with or connecting to external data sources, importing/exporting data, and integrating datasets from WFM, telephony, CRM, or other operational platforms.
- Knowledge of SQL, Python, Access, or similar tools for deeper analysis or automation.
- Experience supporting or designing capacity planning, staffing scenarios, or cost to serve modeling.
- Strong ability to apply KPIs and benchmarking metrics to evaluate and recommend call center best practices.
Other Requirements:
- Results oriented mindset with a strong sense of accountability, urgency, and follow through.
- Ability to prioritize and reprioritize in a fast paced, dynamic environment.
- High attention to detail with strong commitment to data accuracy and validation.
- Ability to collaborate with cross functional teams such as Operations, IT, Workforce, and Quality.
- Willingness to support special projects, reporting initiatives, and continuous improvement efforts as assigned.
- A valid driver's license may be required.
- Position requires up to 10% of travel
- This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”) - *if needed for specific orgs/roles*.
Compensation starting at $56280 - $79256 depending on candidate location and experience.
The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate's relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.
Applicants must be currently authorized to work in the United States. We are unable to sponsor or take over sponsorship of an employment Visa for this position at this time.
This job posting will remain open for a minimum of 3 business days from the original posting date or longer as needed to fill the position.
WHY MSC?
People. Collaboration. Insight. That's how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.
OUR COMMITMENT TO YOU
Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.
You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.
EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.
