Workforce Forecast Analyst

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The Workforce Management Professional 2 applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Workforce Management Professional 2 work assignments are varied and frequently require interpretation and independent determination of the appropriate courses of action.

The Forecasting Analyst supports the development of effective business staffing plans, workload forecasting, and resource allocation optimization for Contact Center and back-office operations. In this role, the Analyst analyzes workload and staffing impacts, collaborates with operations teams to enhance performance outcomes, and partners closely with the Workforce Management (WFM) team to proactively address risks to Service Level Metrics. The Analyst will coordinate with scheduling and intraday teams to ensure daily operational performance targets are efficiently achieved.

• Develop and provide accurate (+/- 5% variance) for weeks +1-+5 forecasts for assigned contact centers within the organization.

• Generate daily-level forecasts for various contact types, including key operational metrics such as Volume, Average Handle Time (AHT).

• Create staffing requirements weekly, daily, and interval level

• Responsible for overall demand need at the daily, weekly, interval level

• Collect, maintain, and analyze data to support and enhance forecasting models for optimized workforce planning.

• Collaborate effectively with multiple internal teams to assist in planning and executing targeted hiring strategies across various sites.

• Participate in relevant business initiatives, assessing operational impacts and contributing to recommendations for improvement strategies.

• Support the development and implementation of annual hiring plans, ensuring alignment with organizational budget cycles.

• Regularly monitor key performance indicators (KPIs), providing timely insights and analysis to enhance operational efficiency.

• Facilitate and participate actively in weekly internal team meeting, stakeholder meetings, presenting data-driven insights clearly and concisely.

• Strong analytical thinking and problem-solving skills.

• Excellent communication and interpersonal abilities, able to clearly articulate insights and recommendations.

• Ability to concurrently manage multiple tasks, including complex projects, with attention to detail and accuracy.

• Proven ability to effectively engage and collaborate with cross-functional teams.

• Forecasting details:
  Seasonality patterns, trend analysis, Pattern analysis, forecast vairiance,

• Minimum 3 years of Workforce Management experience

• Knowledge & experience with a WFO software (ex: Verint and Genesys)

• Intermediate level knowledge of Microsoft products such as One Drive, Excel and Power Point

• Demonstrated ability to articulate ideas effectively in both written and oral forms

• Strong analysis, critical thinking, and analytical problem-solving skills

• Ability to handle multiple tasks and deadlines with attention to detail

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

• Proven ability to work effectively with leadership and cross-functional teams in a back-office environment.

• Experience with SQL, Tableau, or other analytics tools preferred.

• Health experience.

Remote

United States

Typically, Monday through Friday 9:00 AM - 5:00 PM Eastern Time with flexibility to meet business needs.

As part of our hiring process for this opportunity, we will be using an interviewing technology called Modern Hire to enhance our hiring and decision-making ability. Modern Hire allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.

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