Forecasting and Capacity Planning Analyst

📋 Description

• Develop global demand forecasts across four regions and multiple support channels
• Analyze historical data, identify trends, and build forecasting models
• Translate forecasts into staffing plans to support customer operations
• Partner with analytics and business stakeholders to improve forecast accuracy
• Own forecasting performance with +/-10% forecast accuracy target
• Provide insights and scenario planning to prepare for demand changes

🎯 Requirements

• 5+ years forecasting and capacity planning in a contact center or operations environment
• Experience with trend analysis, seasonality, and forecasting models
• Experience evaluating and improving forecasting methodologies
• Translate data into insights that influence staffing and operational decisions
• Proficiency in advanced Excel (pivot tables, macros)
• Experience with Tableau, Playvox, Zendesk, or similar analytics tools

🎁 Benefits

• Competitive compensation package including salary plus performance bonus
• Flexible time off policies
• Generous medical, dental, vision, STD, LTD, and life insurance
• Health Savings Account (HSA) program
• Health care and dependent care FSA
• 401(k) plan with employer match