Workforce Management Analyst

Job Summary

A company is looking for a Workforce Management Forecasting & Capacity Planning Analyst.

Key Responsibilities

• Develop and manage volume forecasts and staffing models for various contact types
• Create capacity models to translate forecasts into staffing requirements and manage annual capacity budgets
• Convert forecasts to intraday requirements and collaborate with operations and scheduling teams to ensure service level delivery

Required Qualifications

• Bachelor's degree in a relevant discipline or equivalent professional experience
• 5+ years of Workforce Management experience, with at least 3 years in Forecasting or Capacity Planning
• Strong proficiency in Excel and functional knowledge of Erlang C and Regression Analysis
• Experience with WFM tools (e.g., NICE, Aspect) and ACD tools
• Strong understanding of contact center metrics and the ability to present data insights to stakeholders