Execute forecasting and capacity planning activities in a multichannel contact center environment
Develop and manage forecasts and staffing plans
Partner with leadership on forecasting processes including data preparation and model updates
Ensure forecasts are accurate and aligned with business inputs
Translate demand into actionable staffing plans and monitor forecast performance
Support ongoing capacity planning and validate assumptions impacting forecasts
Produce regular reporting on forecasts, staffing plans, and KPIs.
Identify opportunities for process improvements in forecasting tools.

High School Diploma or GED from an accredited institution
Working experience in forecasting, workforce management (WFM), capacity planning, or data analytics
Working experience supporting forecasting or planning processes in a contact center or operations environment
Working knowledge of core forecasting concepts including trend analysis, seasonality, and variance analysis
Experience working with data, including validation, analysis, and interpretation
Proficiency in Excel (e.g., pivot tables, formulas, data manipulation)
Familiarity with workforce management concepts such as shrinkage, staffing models, and service level planning
Working experience tracking and reporting on performance metrics and KPIs.

Forecast Planning Analyst

Key skills