Workforce Management Forecasting Analyst

• Develop accurate short-term and long-term forecasts for call volume, average handle time, shrinkage, and other KPIs based on historical data and anticipated trends.
• Collaborate with operations and WFM teams to adjust forecasts based on changing business conditions, seasonal trends, and marketing initiatives.
• Regularly review forecast accuracy and adjust methodologies as needed to improve prediction quality.
• Assist in creating capacity plans that align staffing with anticipated workload to ensure service levels are met.
• Provide detailed reports and insights to leadership on performance trends, forecast accuracy, and workforce optimization.
• Monitor real-time data and compare against forecasts, making necessary adjustments to schedules and staffing plans.

Education: 

• Bachelor’s degree in Mathematics, Statistics, Data Science, Business Analytics, Operations Management, or a related field OR equivalent experience in workforce management or a contact center environment may be considered in lieu of a degree.