Forecast Planning Analyst

Job Summary

To support a multichannel contact center environment, the full-time Forecast Planning Analyst will execute forecasting and capacity planning activities, manage staffing plans, and partner with leadership to ensure accurate and timely forecasts while working remotely.

Key Responsibilities:

• Develop, maintain, and manage multichannel forecasts using established models and tools
• Translate forecasts into capacity plans, including staffing requirements and shrinkage assumptions
• Track and analyze forecast performance, identify variances, and escalate risks or discrepancies

Required Qualifications:

• High School Diploma or GED from an accredited institution
• Working experience in forecasting, workforce management, capacity planning, or data analytics
• Experience supporting forecasting or planning processes in a contact center or operations environment
• Proficiency in Excel, including pivot tables and data manipulation
• Familiarity with workforce management concepts such as shrinkage and staffing models