Mark Jensen
Lead Forecast Analyst | Expert in Demand & Capacity Planning, Business Development | Increased Staffing Efficiency through Strategic Analysis & Process Improvement
- Role
- Lead Forecast & Scheduling Analyst at AAA Mountain West Group
- Location
- Salt Lake City, UT, US
- LinkedIn followers
- 500 followers
About Mark Jensen
As a seasoned workforce professional, my expertise lies in the intersection between…
Experience
Lead Forecast & Scheduling Analyst
Mar 2015 — Present · Clearfield, UT, US
Lead Forecast Analyst directly responsible for reviewing long-range Forecast and Capacity plans.• Responsible for ensuring staffing profiles and ROI costs are consistent with yearly and monthly business SLA and Financial goals.• Provide Real Time team support and provide continued training. • Verify call arrival disbursements to maintain adequate staffing levels for all scheduled off phone time and agent break and lunch times.• Responsible for tactical and short term staffing adjustments and off-phone planning.• Design and implementation of multiple reports in CMS and IEX phone metrics to gain a better understanding of efficiencies and ensure policies meet current needs.• Designed and built all agent and supervisor level tracking and attrition reporting as well as agent staffing profile to verify headcount and ensure adequate staffing.
Education
University of Utah
Associate's degree
2010 — 2012
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