Join our dynamic Forecasting Team within Workforce Planning as a Workforce Analyst I.Be part of a collaborative environment that values strategic thinking and solution-oriented approaches. Advance your career while contributing to key business metrics and data-driven decisions. Utilize your expertise in workforce management platforms and Excel. Engage with business leaders and drive impactful forecasting strategies.

As a Workforce Analyst I on the Forecasting Team within Workforce Planning, you forecast volumes, handle times, and shrinkage.

You help the business achieve performance standards while maintaining high service levels. You leverage advanced knowledge of workforce management platforms and Excel to support key metrics. You participate in strategy meetings as a subject matter expert for short-term planning. You contribute to career growth and skill development within the team.

Job Responsibilities:

• Forecast demand and supply metrics for staffing strategy and execution
• Monitor key business metrics and data trends
• Perform root cause analysis and recommend strategic solutions
• Participate in strategy meetings as a subject matter expert
• Support process improvements and best practice execution
• Ensure accurate data input through internal audits
• Adhere to deadlines for accurate 90-day forecasts
• Collaborate with cross-functional teams
• Present findings and recommendations to stakeholders
• Manage multiple projects and prioritize tasks efficiently
• Maintain accountability for data quality and integrity

Required Qualifications, Capabilities, and Skills

• Advanced knowledge of call center operations and workforce planning
• Strong business analysis, reporting, and data review skills
• Critical thinking and problem-solving abilities
• Detail-oriented with strong time management skills
• Ability to work independently and collaboratively
• Experience in high-volume, fast-paced environments
• Effective communication and presentation skills
• Advanced proficiency in Excel
• Experience with root cause analysis and resolution
• Ability to manage multiple lines of business and projects

Preferred Qualifications, Capabilities, and Skills

• 3+ years’ experience in large call center or multi-site environments
• 3+ years’ experience in workforce planning (forecasting, staffing, scheduling, real time, or project management)
• College degree or equivalent work experience
• Proficiency in Python and Alteryx
• Experience with workforce management platforms
• Familiarity with process improvement initiatives
• Strong analytical and technical skills