Workforce Management Analyst - Planning & Forecasting

The Workforce Forecasting & Planning Analyst is responsible for ensuring strategic goals are met through forecast modeling, capacity planning, collaboration and effective communication, while ensuring forecast alignment with strategic goals. This position is responsible for long term, short term and intraday contact volume, productivity and capacity forecasts as well as providing leadership with risk mitigation plans. This position will act as a support for leadership, assisting with and providing guidance on performance impact analysis and operational planning.

Responsibilities

• Monthly, weekly, daily and half or hourly forecasting of inbound/outbound call volumes and staffing requirements based on historical call trends and business growth objectives.
• Support business decisions through the preparation of timely and accurate variable forecasts in a high volume contact center, with specific focus on improving the customer experience and maximizing...