Forecasting Analyst

Job Summary

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

Key responsibilities:

• Compiling and analyzing call center performance reports to guide strategic decisions
• Forecasting performance for business partners and recommending strategies to enhance productivity metrics
• Aligning staffing with workload patterns and collaborating on staffing plans to meet service level objectives

Required qualifications:

• Experience with CMS and Aspect (Alvaria, WFO, or eWFM)
• Advanced proficiency in Microsoft Excel
• Knowledge and experience in SQL and Power Platforms are preferred
• Bachelor's Degree or equivalent combination of coursework and experience
• 2-5 years of relevant work experience