ANALYST I, WORKFORCE MANAGEMENT
Summary
Forecasting Analyst on the Workforce Management team building contact volume and staffing forecasts for contact center operations, using WFM platforms (NICE, Verint, Genesys, Calabrio, UKG) and analytics tools like Excel, SQL, Python, or R.
Overview
Job Title: Analyst I, Workforce Management (Forecasting Analyst)Department: Workforce Management (WFM)Employment Type: Full-Time
Job Summary
We are seeking a highly analytical and detail-oriented Forecasting Analyst to join our Workforce Management team. This role is responsible for developing accurate contact volume and staffing forecasts that support operational planning, scheduling, and business decision-making. The ideal candidate has strong forecasting and statistical analysis skills, experience in contact center environments, and the ability to translate data into actionable workforce strategies.
Responsibilities
Qualifications
- Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred.
- Experience in Workforce Management, Forecasting, or Capacity Planning within a contact center/BPO environment.
- Strong understanding of call center metrics and workforce concepts such as service levels, shrinkage, occupancy, and Erlang C.
- Proficiency in Excel and experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or similar tools.
- Experience with SQL, Python, R, or other analytics tools is an advantage.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, data-driven environment.
Qualifications
Qualifications
- Bachelor’s degree in Business, Statistics, Mathematics, Data Analytics, or a related field preferred.
- 2–5 years of Workforce Management experience, preferably in Forecasting, Capacity Planning, or Workforce Analytics within a contact center/BPO environment.
- Strong understanding of call center metrics and workforce concepts such as service levels, shrinkage, occupancy, and Erlang C.
- Proficiency in Excel and experience with WFM platforms such as NICE, Verint, Genesys, Calabrio, UKG, or similar tools.
- Experience with SQL, Python, R, or other analytics tools is an advantage.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, data-driven environment.