Forecasting Analyst Workforce Management

Job Description Position Summary

The Forecasting Analyst, reporting to the Workforce Manager, is responsible for anticipating future contact center workload and converting those forecasts into clear, actionable staffing and operational requirements that enable the business to achieve established service levels, cost objectives, and efficiency goals. This role oversees the design, maintenance, and delivery of accurate and actionable reporting and analytics to enable Operations and Workforce leadership to make informed, data-driven decisions.

In detail, the general tasks, and objectives of this position are:

• Consolidate data from multiple systems for reporting.
• Build and maintain consistency in standard dashboards
• Create daily, weekly, monthly standardized reports covering KPIs such as adherence, occupancy, shrinkage, utilization, FTE, volume, AHT, SLA, attrition, and more.
• Identify and report trends in KPIs.
• Identify and execute opportunities to automate reporting or enhancement of models.
• Create custom ad-hoc reports upon leadership or client requests.
• Conduct variance analysis monthly on plan versus actual and quantify root causes on performance variances. Identify variance drivers.
• Perform monthly cost analysis. Support budgeting analysis.
• Develop and maintain short, mid, and long-term forecast, specifically daily, weekly, monthly, and annual.
• Evaluate historical seasonality, impacts (weather impacts, system outages, launches), campaigns, etc. Properly document for future forecasting.
• Keep WFM tool updated with current forecast.
• Collaborate with cross-functional teams.
• Perform other duties as assigned.

• Bachelor’s degree in business administration, statistics or related field; or equivalent experience in Workforce Management or contact center analytics.
• At least 3 years’ experience in similar roles, prior experience in contact center or call center industry.
• Strong analytical and quantitative skills with a high attention to detail.
• Proficiency with Microsoft Excel (Pivot, formulas, data modeling). Experience with BI tools is a plus.
• Experience with WFM tools.
• Agile mindset, comfortable adapting to change and driving innovation.
• Analytical mindset and problem-solving skills.
• Experience managing and interpreting large volume of data.
• Proactive, results oriented and capable of working independently.
• Excellent organizational & communicative skills with the ability to manage multiple priorities and deadlines presenting insights clearly and effectively.

All your information will be kept confidential according to EEO guidelines.