Forecast Analyst at Intelassist

Employment Type: Full-Time Employment
Work Set-Up: Onsite onboarding for 2–4 weeks, followed by a transition to a work-from-home setup.
Work Schedule: Night Shift (Following U.S Time Zone)

The Forecast Analyst is responsible for producing high-quality demand forecasts across multiple contact center workstreams to support capacity planning, budget planning, and shift scheduling for in-house teams and external partners. This role uses statistical methods and data analysis to predict future contact volumes (calls, chats, emails, and digital outreach), handle times, and staffing requirements, enabling data-driven decisions that optimize operational efficiency and service level achievement.

Key Responsibilities

Forecast Development & Maintenance

• Create, maintain, and manage daily, weekly, and monthly forecasts for multiple sites/work groups, including contact volumes, handle times, staff requirements, and other production metrics
• Develop and maintain robust forecasting models using established tools (e.g., Genesys Cloud, IEX, Aspect, Verint, Five9) to accurately predict contact center impacts given changes in operating assumptions
• Forecast resource requirements across different teams and workstreams to meet customer demand and required service levels
• Produce accurate forecasts for short-term, mid-term, and long-term time horizons

Data Analysis & Reporting

• Analyze contact center trends, including call volumes, patterns, staff productivity, and resource allocation
• Track and analyze forecast performance (actuals vs. forecast), identify variances, and analyze root causes to improve future forecasting
• Prepare and distribute comprehensive reports with data visualizations to communicate forecasts, KPIs, and insights to decision-makers
• Perform deep dive analysis of KPI trends and identify risks or variances for escalation

Capacity Planning & Scheduling

• Translate forecasts into capacity plans, including staffing requirements and shrinkage assumptions
• Create and maintain capacity plans for phone and non-phone production work up to 18 months in advance
• Creation/adjustment of schedules based on forecasts; publishing schedules and managing time-off requests

Cross-Functional Collaboration

• Work closely with operations, sales, marketing, and product teams to incorporate business insights into forecasts and align plans with projected demand
• Collaborate with internal customers and data suppliers to understand/improve the accuracy of data provided
• Provide analysis, presentations, and recommendations for operational improvement to contact center leadership
• Maintain an accurate events log detailing what is included in the forecast and reasons for variance

Continuous Improvement

• Actively scan for and pursue new forecasting techniques, industry practices, learning opportunities, and process improvements
• Regularly review and update forecasting models, methodologies, and tools to maintain accuracy and adapt to changing market conditions
• Identify opportunities for process improvements and support enhancements to forecasting tools, models, and workflows

Qualifications

Required

• Bachelor's degree in Statistics, Mathematics, Economics, Business, or related field
• 2–5 years of workforce management forecasting experience in a contact center environment
• Advanced proficiency in Microsoft Excel (pivot tables, formulas, data manipulation)
• Demonstrated experience using statistical modeling and forecasting methodologies
• Strong analytical and problem-solving skills with focus on accuracy and data integrity
• Excellent written and verbal communication skills with ability to present complex concepts clearly to various levels of leadership

Preferred

• Experience with WFM applications such as Genesys Cloud, IEX, Aspect, Verint, or Five9
• Intermediate to advanced SQL, Power BI, or Tableau experience
• Experience supporting a shared services environment, BPO operations, or multichannel contact centers (voice, chat, digital, outreach)
• Programming experience with Python or R
• Demonstrated ability to work closely with multiple stakeholders to meet business objectives

WHY INTELASSIST?
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