Forecasting & Reporting Analyst

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.

Employment Type: Full Time

Job Category: Customer Service/Support

Work Location: Atlanta, GA (Whse)

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.

• 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

• 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…