Job Summary:
The WFM Forecasting Analyst is responsible for analyzing historical contact volume, handle times, and operational trends to generate accurate short-term and long-term volume and staffing forecasts across all service channels (voice, chat, email, messaging).
Key Responsibilities:
- Volume & AHT Forecasting: Develop models to predict contact volumes, Average Handle Times (AHT), and workload requirements on interval, daily, weekly, and monthly bases.
- Variance & Trend Analysis: Identify trends, seasonality, marketing campaign impacts, and holiday patterns to continuously refine forecasting models and minimize Variance Percentages.
- Capacity Planning: Collaborate with WFM schedulers and operations leaders to determine net and gross FTE requirements based on Erlang C models/Workload and shrinkage calculations.
- Cross-Functional Collaboration: Partner with Marketing, Product, Client Success and Operations teams to anticipate operational changes, product launches, or system outages that impact volume.
- Reporting: Create and maintain executive dashboards tracking forecast accuracy, SLA performance, and shrinkage trends.
- Create and handle capacity plans.
Qualifications & Requirements:
- Experience: 2–5+ years of WFM experience, with a primary focus on forecasting and capacity planning/scheduling in a contact center environment.
- Technical Skills: Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Calabrio), advanced Excel/Google Sheets, SQL, and statistical modeling.
- Analytical Thinking: Strong mathematical acumen and experience with forecasting algorithms (Erlang C, workload, regression models, time series analysis).
- Communication: Good communications skills and ability to present complex data insights to cross-functional stakeholders and operational leadership.