Analyst I, Workforce Management

Job Title: Analyst I, Workforce Management (Forecasting Analyst)
Department: Workforce Management (WFM)
Employment Type: Full-Time

Job Summary

We are seeking a highly analytical and detail-oriented Forecasting Analyst to join our Workforce Management team. This role is responsible for developing accurate contact volume and staffing forecasts that support operational planning, scheduling, and business decision-making. The ideal candidate has strong forecasting and statistical analysis skills, experience in contact center environments, and the ability to translate data into actionable workforce strategies.

Qualifications

• Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred.
• Experience in Workforce Management, Forecasting, or Capacity Planning within a contact center/BPO environment.
• Strong understanding of call center metrics and workforce concepts such as service levels, shrinkage, occupancy, and Erlang C.
• Proficiency in Excel and experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or similar tools.
• Experience with SQL, Python, R, or other analytics tools is an advantage.
• Strong analytical, problem-solving, and communication skills.
• Ability to work in a fast-paced, data-driven environment.