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 contact center operations
• Create capacity models to convert forecasts into staffing requirements and manage annual capacity budgets
• Collaborate with Operations and Scheduling teams to ensure service level delivery and intraday planning

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 familiarity with WFM tools (e.g., NICE, Aspect)
• Functional knowledge of Erlang C and Regression Analysis
• Strong understanding of contact center metrics and ability to present data to stakeholders