Workforce Management Analyst

A company is looking for a Workforce Management Forecasting & Capacity Planning Analyst.

Key Responsibilities

Develop and manage volume forecasts and staffing models for various contact types

Create capacity models to translate forecasts into staffing requirements and manage annual capacity budgets

Convert forecasts to intraday requirements and collaborate with operations and scheduling teams to ensure service level delivery

Required Qualifications

Bachelor's degree in a relevant discipline or equivalent professional experience

5+ years of Workforce Management experience, with at least 3 years in Forecasting or Capacity Planning

Strong proficiency in Excel and functional knowledge of Erlang C and Regression Analysis

Experience with WFM tools (e.g., NICE, Aspect) and ACD tools

Strong understanding of contact center metrics and the ability to present data insights to stakeholders