Workforce Management Forecast Analyst

About this Position

The WFM Forecast Analyst is responsible for supporting contact center stakeholders by effectively delivering accurate forecasts and helping to optimize resource allocation to achieve business objectives. 

Here’s what you’ll do day-to-day:

• Generating, maintaining, and providing short-term forecasts for call volume, average handle time (AHT), shrinkage, number of agents needed for workload, work capacity, for different touchpoint types.
• Analyzes contact center trends to forecast workload needs.
• Complete audits as needed ensuring accuracy in forecasts.
• Regularly compares results to forecast and works with WFM leadership to identify opportunities for improvement.
• Consult with all relevant internal and external stakeholders to provide any relevant staffing trends or operational workforce insights.
• Work in partnership with the Data and Analytics team to calibrate on reports and key performance indicators to ensure consistency and clarity in the strategies we provide.
• Performs any other related duties as required or assigned independently.

Here’s what we're looking for:

• 3+ years Workforce Management experience preferred.
• Prior experience with workforce optimization software.
• Proficient understanding of forecasting methodologies like Ernlang-C, exponential smoothing, etc.
• Strong analytical skills with proficiency in Excel and the Google Suite.
• Adept at complex problem solving, judgment, critical thinking, and decision making.
• Highly organized with an emphasis on accuracy and timeliness.
• Structured thinker with sound attention to detail and accurately follow procedures.
• Ability to work independently and collaborate with others in a team environment while juggling occasional time pressures and several tasks at the same time.
• Ability to effectively communicate verbally and in writing with internal employees and external vendors/agencies at any experience level while being sensitive to professional ethics.
• Ability to work with a sense of urgency while navigating complex requirements.
• Ability to work occasionally evenings and weekends to meet deadlines.

Our cash compensation range for this role is $93,000-$109,000 in Denver & most major metros. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the amounts listed above.