Senior Forecast Planning Analyst

The Workforce Enablement Senior Forecast Planning Analyst is responsible for leading forecasting quality, capacity planning, and performance oversight across a multichannel contact center environment, including internal operations and Business Process Outsourcing (BPO) partners. This role ensures the accuracy, consistency, and strategic alignment of forecasts by auditing outputs, validating assumptions, and driving adherence to performance targets and business objectives Th analyst owns end-to-end forecasting and capacity planning for key business segments, translating demand forecasts into actionable staffing strategies.

The analyst monitors forecasting performance, optimizes models and methodologies, and provides visibility into risks, opportunities, and operational impacts. Acting as a strategic partner to leadership, the incumbent delivers data-driven insights, supports decision-making, and drives continuous improvement across forecasting, planning, and workforce management processes.

• Support leadership with eforecasting quality and performance oversight by auditing outputs, validating assumptions, and ensuring alignment with accuracy targets and business objectives
• Own end-to-end multichannel forecasting (e.g., calls, chat, digital, outreach) including model development, maintenance, and performance tracking
• Translate forecasts into capacity plans, incorporating shrinkage, staffing requirements, and operational constraints across internal teams and BPO partners
• Monitor and report on team and forecasting performance through KPI tracking, deliverables, and workflow progress
• Assist with operational accountability by maintaining visibility into workload, timelines, and completion status; escalat risks and drive corrective actions as needed
• Act as a strategic partner to leadership by providing clear reporting, surfacing risks, and recommending data-driven actions
• Develop and refine forecasting models using statistical methods and business inputs via Verint to improve accuracy and reduce bias
• Drive continuous improvement by identifying inefficiencies, enhancing forecasting methodologies, and supporting implementation of tools and best practices
• Develop, maintain, and enhance standard operating procedures (SOPs) to ensure consistency and scalability across forecasting and planning processes
• Own the development and optimization of shrinkage assumptions, leveraging data analysis and business insights to improve workforce planning accuracy
• Create and analyze ad hoc forecasting scenarios (e.g., member outreach campaigns, operational changes, BPO shifts), translating impacts into actionable planning recommendations

• High School Diploma or GED from an accredited institution
• Working experience in forecasting, workforce management (WFM), capacity planning, or data analytics
• Working experience supporting or owning forecasting processes in a contact center or operations environment
• Working experience using core forecasting concepts including trend analysis, seasonality, and variance analysis
• Experience working with large datasets and performing data validation, analysis, and interpretation
• Work experience using Excel (e.g., pivot tables, formulas, data manipulation)
• Experience tracking and reporting on performance metrics and KPIs

• Proven experience developing, maintaining, and improving forecasting and capacity planning models
• Experience with multichannel contact center environments and/or BPO/vendor forecasting and planning
• Strong proficiency in data analysis tools (e.g., Excel, SQL, and/or BI tools such as Tableau, Power BI)
• Ability to manage multiple priorities, meet deadlines, and maintain attention to detail in a fast-paced environment
• Ex…