Offer summary

Qualifications:

Bachelor’s degree in Mathematics, Statistics, Data Science, Business Analytics, Operations Management, or related field., Equivalent experience in workforce management or contact center environment may be considered., Strong analytical skills and experience with forecasting methodologies., Ability to collaborate with teams and adjust forecasts based on changing conditions..

Key responsibilities:

Develop and maintain accurate call volume and staffing forecasts.

Collaborate with operations teams to adjust forecasts for business changes.

Review and improve forecast accuracy through regular analysis.

Provide reports and insights on workforce performance and optimization.

Job description

SUMMARY
The Forecasting Analyst will be responsible for creating and maintaining accurate forecasts for call volumes, staffing needs, and other critical contact center operations. This role is essential in ensuring the right number of agents are available at the right time, minimizing service disruptions while optimizing labor costs.
DUTIES & RESPONSIBILITIES
Key Responsibilities: Develop accurate short-term and long-term forecasts for call volume, average handle time, shrinkage, and other KPIs based on historical data and anticipated trends. Collaborate with operations and WFM teams to adjust forecasts based on changing business conditions, seasonal trends, and marketing initiatives. Regularly review forecast accuracy and adjust methodologies as needed to improve prediction quality. Assist in creating capacity plans that align staffing with anticipated workload to ensure service levels are met. Provide detailed reports and insights to leadership on performance trends, forecast accuracy, and workforce optimization. Monitor real-time data and compare against forecasts, making necessary adjustments to schedules and staffing plans.
REQUIREMENTS & QUALIFICATIONS
Education: Bachelor’s degree in Mathematics, Statistics, Data Science, Business Analytics, Operations Management, or a related field OR equivalent experience in workforce management or a contact center environment may be considered in lieu of a degree.