Workforce Management Analyst

Job Summary

To ensure contact center service levels, the full-time remote Workforce Management Forecasting & Capacity Planning Analyst will develop accurate volume forecasts and staffing models while collaborating with various teams to support service delivery and headcount budgeting.

Key responsibilities:

• Develop and manage short-, medium-, and long-term volume forecasts for various contact types using historical data and trends
• Create and oversee capacity models to convert forecasts into staffing requirements, managing the annual capacity budget in partnership with Finance
• Translate forecasts into intraday volume and requirements, collaborating 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
• Proficiency in Excel and functional knowledge of Erlang C and Regression Analysis
• Experience with WFM tools (NICE, Aspect, etc.) and ACD tools
• Strong understanding of contact center metrics and the ability to present data and insights effectively to stakeholders