Sr. Forecasting Analyst - Workforce Management (WFM)

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Requirements:

• 5+ years of experience in workforce management, volume forecasting, and headcount planning, in a fast-paced, high-growth environment (e.g., technology, customer support, operations)
• Expertise in WFM software and tools such as Calabrio (preferred), NICE and/or Verint
• Proficiency in Excel (advanced formulas, pivot tables and data analysis)
• Proven track record of creating and managing sophisticated forecasting models that drive business outcomes
• Experience presenting complex data to executive leadership and influencing decision-making through clear, strategic communication
• Excellent analytical skills with the ability to synthesize data, identify trends, and translate insights into actionable strategies

Responsibilities:

• Develop advanced, data-driven volume and headcount forecasts
• Design and implement sophisticated forecasting models
• Prepare clear, concise, and actionable executive-level reports and presentations on forecast accuracy, trends, and resource requirements
• Analyze large datasets, identify patterns and trends, and communicate key insights to stakeholders
• Work closely with operations, human resources, finance, and other departments to align forecasting models with company goals and initiatives
• Regularly evaluate the accuracy of forecasts and implement adjustments or enhancements to improve the quality of future predictions
• Assist with short-term and long-term capacity planning efforts by translating forecasted volumes into actionable staffing requirements, ensuring service levels are met while optimizing resource utilization