Forecasting Analyst

 
About the Job
 
We are looking for a Forecasting Analyst to join the Workforce Management team and help drive our data-first culture. As a WFM Forecasting Analyst, your mission is to turn data and insights into actionable contact forecasts and to provide the customer service teams with information about potential changes to the staffing needs. 
 
As Forecasting Analyst, You Will…
Develop and maintain a comprehensive forecasting model, using regression analysis knowledge
Utilize Workforce Management tools to forecast call volume, AHT, and shrinkage to create staffing requirements
Collaborate with tactical Workforce teams
Determine yearly, monthly, daily and intraday staffing requirements by gathering data on contact center statistics, marketing campaigns, system events, etc.
Coordinate and facilitate collaboration with Operations leadership, Marketing, Human Resources, Finance, IT, other outsourced partners to capture forecast and staff impacting activiti...