Forecasting Lead - Workforce Analysis

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Our Contact Centre Workforce Analysis team ensures we have the right people, in the right place, at the right time. We are seeking an innovative and results‑driven Forecasting Lead to drive workforce planning and forecasting initiatives.

As a Forecasting Lead – Workforce Analysis you will be responsible for determining accurate short to medium‑term volume patterns in a 24/7 operation across multiple channels and work types. You will drive process improvement, automation, and analytical leadership, ensuring our business resources are aligned to support key performance standards, staffing levels, and employee work‑life balance.

• Lead Forecasting Model Development:
  Design, develop, and implement advanced models to predict contact centre volumes, staffing requirements, and service levels.
• Enhance Forecasting Processes:
  Identify and drive improvements in monthly and daily call volume forecasting, including driver‑based approaches and error analysis.
• Data Analysis & Root Cause Investigation:
  Analyze historical performance data to identify trends, root causes, and areas for strategic improvement.
• Integrated Forecasting:
  Provide analytical leadership for cross‑functional teams, preparing integrated forecasts across multiple lines of business and segments.
• Automation & Process Improvement:
  Explore and implement automation frameworks for forecasting and reporting processes.
• Dashboard & Visualization Development:
  Build and maintain customizable dashboards, visualizations, and data warehouses to support workforce analysis.
• Service Level & Schedule Optimization:
  Oversee staffing schedule optimization across sites to maintain service levels and operational efficiency.
• Business Analysis & Reporting:
  Translate complex metrics and performance data into actionable insights and clear reports for stakeholders.
• Stakeholder Engagement:
  Present forecasting insights and recommendations to senior leaders, supporting strategic decision‑making and continuous improvement.
• Communication & Influence:
  Effectively communicate complex results in an easily understood way, influencing and informing others at all levels.
• Team Leadership & Mentoring:
  Mentor junior analysts, support best practice identification, and may lead a team of employees.

• Workforce Forecasting Expertise:
  Proven experience in workforce forecasting or resource planning within a contact centre environment, preferably in financial services.
• Advanced Analytical & Modeling Skills:
  Strong analytical, interpretive, and problem‑solving skills with significant experience in forecasting, modeling, and business planning.
• Data Analysis & Manipulation:
  Proficiency in analyzing large datasets using tools such as Teradata, SQL Server, or similar database systems.
• Statistical & Machine Learning Techniques:
  Applied experience with time series analysis and machine learning methods for forecasting.
• Technical Skills:
  Strong skills in Microsoft Office (Excel, Word, PowerPoint) and programming experience in Python, or willingness to learn Python (SAS/R background also considered).
• Workforce Management Platforms:
  Working knowledge of telephony/call routing and workforce management platforms (e.g., eWFM, WFO); experience with AWS (Amazon Connect), Salesforce, and Feedzai is a plus.
• Data Visualization:
  Experience building dashboards and visualizations using tools such as Tableau or Click View.
• Process Improvement & Automation:
  Demonstrated ability to identify and implement process improvements and automation frameworks.
• Business Analysis & Reporting:
  Strong experience in business analysis, reporting, root cause analysis, and translating metrics into actionable insights.
• Communication & Influence:
  Excellent written and verbal communication skills, with the ability to convey complex information clearly and influence stakeholders at all levels.
• Collaboration & Leadership:
  Ability to work collaboratively across teams, mentor junior analysts, and lead cross‑functional initiatives.

• Relevant…