Join our team as a Workforce Management Forecast Analyst and take your career to new heights. In this experienced role, you'll provide crucial business intelligence and insights to staff and leaders, ensuring effective decision-making and a positive customer experience. Make an impact on our clients' success with your expertise and dedication.

Responsibilities:

Establish a statistical baseline forecast for multi-channel call routing, apply, and evolve, forecasting methodology. Develop partnership with key stakeholders to validate call volume and handle time assumptions based on historical data and current initiatives. Collaborate with business partners on strategic initiatives to support new growth and overall operations. Analyze arrival patterns and trends to produce recommendations for optimizing the contact center. Conduct daily/weekly/monthly meetings focused on forecast results, shrinkage reviews, and capacity planning, throughout all levels of leadership. Provide mentorship to WFM team members and offer guidance towards developmental opportunities.

Qualifications for Specialist I:

Associate's Degree in mathematics, statistics, or related field 5+ years of contact center WFM experience 1+ years of contact center WFM forecast experience  NICE IEX WFM and CXone experience strongly preferred Excellent communication, interpersonal, and organizational skills required Proven analytical, technical, and problem-solving skills Advanced technical proficiency in Excel or Sheets

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