Workforce Management Forecasting Analyst

About the role

This role focuses on leading data analysis to support forecasting and capacity planning within a contact center setting. Responsibilities include analyzing historical performance, volume trends, and seasonality patterns to develop accurate forecasts. The analyst will identify staffing deviations, assess forecasting variances, and align these with business objectives to support strategic decisions.

A key aspect of the position is acting as a subject matter expert in advanced forecasting techniques and models to ensure accuracy and reliability. This involves conducting regular capacity planning to match staffing with business demands and service level agreements. The analyst will also document standard operating procedures and best practices for scheduling, forecasting, and capacity planning.

Success in this role means providing recommendations based on data analysis to enhance operational efficiency and service delivery. The analyst will identify opportunities for process improvement within the Workforce Management department and help implement solutions to improve effectiveness. This includes addressing volume discrepancies, call arrival patterns, and proactive forecasting practices to ensure smooth operations.

The base compensation for this role ranges from $64,000 to $82,500 annually, with an additional 25% annual bonus target paid quarterly and company equity in the form of RSUs.

Skills that matter here

• data analysis: This role requires leading the gathering and analysis of various data points, including historical performance and volume trends, to inform forecasting and strategic decisions.
• forecasting: The analyst will be a subject matter expert in advanced forecasting techniques, models, and tools, ensuring the accuracy and reliability of predictions for staffing and demand.
• capacity planning: Regular capacity planning will be conducted to ensure staffing levels meet business demands and service level agreements.
• workforce management software: Strong knowledge and experience with specific workforce management software, such as NICE, are required for this position.
• Excel: Excellent working knowledge of Excel is needed to organize and analyze data in a structured manner.
• Google Sheets: Excellent working knowledge of Google Sheets is needed to organize and analyze data in a structured manner.

Who this role suits

• A person who is focused, self-motivated, and reliable, capable of working independently on complex analytical tasks.
• Someone with a positive attitude and strong interpersonal skills, able to build rapport and trust across different teams and organizational levels.
• An individual who can adapt to changing workloads and circumstances, responding quickly to new information.
• A candidate with at least five years of experience specifically in workforce management forecasting and capacity planning within a contact center environment.

From the employer

What You’ll Do

• Lead the gathering and analysis of data for forecasting purposes, including historical performance data, volume trends, and seasonality patterns.
• Identify and address any deviations from planned staffing levels and service targets.
• Assess forecasting variances and align with business objectives and support strategic decision-making.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
• Act as a subject matter expert (SME) in advanced forecasting techniques, models, and tools, ensuring forecast accuracy and reliability.
• Conduct regular capacity planning to ensure that staffing levels meet business demands and service level agreements (SLAs).
• Document standard operating procedures (SOPs), guidelines, and best practices related to scheduling, forecasting, and capacity planning.
• Identify opportunities for process improvement within the WFM department and assist in implementing solutions to enhance efficiency and effectiveness.
• Address volume discrepancies and trends, call arrival pattern deviations, and proactive forecasting practices to ensure successful operations.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.

What We Look For

• 5+ years of experience in performing WFM functions (specifically forecasting and capacity planning) in a contact center environment required.
• Strong knowledge and experience with workforce management software (NICE) and telephony systems (e.g., Automatic Call Distributors, IVR systems).
• Excellent working knowledge of Excel or Google Sheets, and the ability to organize/analyze data in a structured manner.
• Focused, self-motivated, and reliable with the ability to stay focused on a task and work independently.
• Ability to build rapport and trust with teams cross-functionally and across all levels.
• Possesses a positive attitude with excellent interpersonal skills and the ability to interact and build solid working relationships with all levels of the organization.
• Ability to work in a team environment and adapt to changing workload and circumstances effectively as well as respond to new information quickly.
• Knowledge of the financial services regulatory environment.
• Ability to maintain and follow Hybrid policy and commutable distance to the office.
• Adhere to all company security policies and data handling procedures.
• Complete mandatory security awareness training within required timeframes.
• Promptly report any suspected security incidents or suspicious activity to the Security team.

Salary

• Base Compensation Range: $64,000 - $82,500/yr
• 25% annual bonus target, paid quarterly
• Company equity in the form of RSUs

Benefits

• Comprehensive medical, dental, and vision coverage, with 100% employer-paid premiums for employees and their dependents on select plans.
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits.
• Employer-paid life and disability insurance.
• 11 observed holidays and PTO plan.
• Up to 12 weeks of paid family leave.
• Continuing education reimbursement.