Workforce Management Forecasting Analyst

📋 Description

• Lead data gathering and analysis for forecasting, including historical performance data, volume
• Identify deviations from staffing plans and service targets.
• Assess forecasting variances and align with business objectives for decision making.
• Provide data-driven insights to improve operational efficiency and service delivery.
• Serve as SME in advanced forecasting techniques, models, and tools to ensure forecast accuracy.
• Conduct capacity planning to meet demand and SLAs.

🎯 Requirements

• 5+ years in workforce management functions (forecasting and capacity planning) in a contact center.
• Strong knowledge of NICE WFM software and telephony systems (ACD, IVR).
• Excellent Excel or Google Sheets skills with structured data analysis.
• Focused, self-motivated, reliable, and capable of independent work.
• Ability to build rapport across teams and levels; strong interpersonal skills.
• Knowledge of financial services regulatory environment; ability to follow security policies and

🎁 Benefits

• Comprehensive medical, dental, and vision with employer-paid premiums for employees and dependents
• Company HSA, FSA, Dependent Care FSA, 401(k), and commuter benefits.
• Employer-paid life and disability insurance.
• 11 observed holidays and PTO; up to 12 weeks of paid family leave.
• Continuing education reimbursement.
• Hybrid work policy with office access.