Workforce Management Forecasting Analyst
Core
Lead data gathering and analysis for forecasting staffing levels, service targets, and capacity planning in a contact center environment.
Role type
Workforce Management Forecasting Analyst
Builds
Staffing schedules and capacity plans aligned with business demands and SLAs
Domain
Financial services / Contact center operations
Deliverable
production ML models | dashboards & analysis
Required skills
Workforce management forecasting, capacity planning, historical performance analysis, volume trend identification, variance assessment, SOP documentation, process improvement
Preferred skills
Advanced forecasting techniques, telephony systems knowledge, financial services regulatory knowledge
Technologies
NICE, Automatic Call Distributors, IVR, Excel, Google Sheets
Responsibilities
Gather and analyze historical performance data, volume trends, and seasonality patterns; Identify and address deviations from planned staffing levels; Assess forecasting variances; Conduct regular capacity planning; Document SOPs for scheduling and forecasting; Identify process improvement opportunities
Seniority
Mid-level, hands-on IC
