Work Force Management Forecasting Analyst
Salary undisclosed
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Summary
The Forecasting Analyst will be responsible for creating and maintaining accurate forecasts for call volumes, staffing needs, and other critical contact center operations. This role is essential in ensuring the right number of agents are available at the right time, minimizing service disruptions while optimizing labor costs.
Duties & Responsibilities
Key Responsibilities:
Education:
Collaborative-We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisions.
Entrepreneurial–We are personally committed, and hunger for Alivi’s success; We show passion, and do more with what we have; We don’t give up, and always find ways to get the job done.
Dynamic– We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles, and projects.
Pay: $57,500.00 - $75,500.00 per year
Benefits:
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The Forecasting Analyst will be responsible for creating and maintaining accurate forecasts for call volumes, staffing needs, and other critical contact center operations. This role is essential in ensuring the right number of agents are available at the right time, minimizing service disruptions while optimizing labor costs.
Duties & Responsibilities
Key Responsibilities:
- Develop accurate short-term and long-term forecasts for call volume, average handle time, shrinkage, and other KPIs based on historical data and anticipated trends
- Collaborate with operations and WFM teams to adjust forecasts based on changing business conditions, seasonal trends, and marketing initiatives
- Regularly review forecast accuracy and adjust methodologies as needed to improve prediction quality
- Assist in creating capacity plans that align staffing with anticipated workload to ensure service levels are met
- Provide detailed reports and insights to leadership on performance trends, forecast accuracy, and workforce optimization
- Monitor real-time data and compare against forecasts, making necessary adjustments to schedules and staffing plans
Education:
- Bachelor’s degree in Mathematics, Statistics, Data Science, Business Analytics, Operations Management, or a related field OR equivalent experience in workforce management or a contact center environment may be considered in lieu of a degree
- You are a lover of Math
- Previous experience in workforce management or forecasting role (preferred 2-3 years)
- Strong proficiency in forecasting methodologies and WFM software (e.g., Five9, Verint, Excel)
- Solid understanding of contact center metrics, such as service levels, shrinkage, AHT, and occupancy
- Analytical mindset with the ability to interpret data, identify trends, and provide actionable insights
- Excellent attention to detail and the ability to work with large datasets
- Strong communication skills, particularly in presenting data-driven insights to leaders
Collaborative-We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisions.
Entrepreneurial–We are personally committed, and hunger for Alivi’s success; We show passion, and do more with what we have; We don’t give up, and always find ways to get the job done.
Dynamic– We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles, and projects.
Pay: $57,500.00 - $75,500.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Referral program
- Vision insurance
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