Workforce Forecasting Analyst

Job Summary

A company is looking for a Workforce and Forecasting Analyst to optimize workforce performance in contact center environments.

Key Responsibilities

• Produce and refine short and long-term forecasts using Genesys Cloud WFM and operational datasets
• Collaborate with operations leaders to align staffing plans with business objectives and customer demand
• Build and maintain dashboards to track forecast accuracy and provide actionable insights on staffing efficiency

Required Qualifications

• Bachelor's degree in Business, Statistics, Operations Management, or related field, or equivalent experience
• 3-5+ years of experience in contact center forecasting, workforce planning, or operations analytics
• Proficiency with Genesys Cloud Workforce Management tools and forecasting methodologies
• Strong analytical skills with expert-level experience in Excel, SQL, and data visualization tools
• Proven ability to manage large-scale forecasting for high-volume contact centers