Forecasting Analyst

Job Summary

To support effective workforce management, the full-time Forecasting Analyst will create accurate forecasts for contact center volumes and service quality, analyze performance metrics, and collaborate on staffing plans while working remotely.

Key responsibilities

• Compiling and analyzing call center performance reports to guide strategic decisions
• Forecasting performance and recommending strategies to enhance productivity metrics
• Monitoring headcount expenses and optimizing cost per call through detailed analysis

Required qualifications

• Bachelor's Degree preferred or equivalent combination of coursework and experience
• 2-5 years of relevant work experience in forecasting or analysis
• Experience with call center performance metrics and workforce management
• Ability to work flexible schedules, including evenings and weekends
• Proficiency in data analysis and database management