Workforce Management Forecaster

About the Role

The ideal candidate brings strong analytical skills, hands-on experience with NICE IEX, advanced Excel and SQL proficiency, and a solid understanding of call center dynamics, shrinkage management, and demand modeling. The role requires close collaboration with Operations, Scheduling, Intraday, and Leadership teams to ensure forecasts align with business strategy and operational reality.

Responsibilities

• Forecasting & Demand Planning
• Develop and manage daily, weekly, monthly, and long-range forecasts for voice and non-voice channels using historical trends, seasonality, and business assumptions.
• Apply time series forecasting techniques, regression analysis, and demand modeling methodologies to improve forecast accuracy.
• Analyze volume drivers such as campaigns, policy changes, product launches, and operational shifts to proact...