RESPONSIBILITIES:

This critical role is responsible for ensuring optimal staffing levels across all customer contact channels - including voice, chat and offline work - to meet service goals and operational efficiency targets. This person will develop and maintain accurate forecasts and capacity plans that drive our workforce strategy.

• Develop and maintain accurate forecasts and capacity plans for multi-channel customer contact environments (voice, chat, email, back office).
• Ensure optimal staffing levels to meet service goals and operational efficiency targets.
• Utilize advanced statistical modeling and forecasting methodologies to predict future workload and staffing needs.
• Collaborate with operational teams and leadership to align forecasting with business objectives and strategy.
• Analyze and interpret complex data to inform staffing decisions and operational improvements.
• Prepare and present forecasting insights and recommendations to non-technical audiences in a clear and actionable manner.

QUALIFICATIONS:

• Bachelor’s degree in Business, Finance, Mathematics, Economics, or related quantitative field is preferred.
• 3+ years of experience in Workforce Management, specifically in forecasting and capacity planning within a high-volume contact center or shared services environment.
• Proven expertise in developing and managing forecasts for multi-channel environments (voice, chat, email, back office).
• Advanced proficiency with WFM software platforms (e.g. Genesys, Verint, AWS, Talkdesk, Nice Incontact).
• Exceptional analytical skills with a deep understanding of statistical modeling and forecasting methodologies.
• Expert-level proficiency in MS Excel (pivot tables, complex formulas, VBA is a plus) and experience with data visualization tools (e.g. Tableau, Power BI).
• Strong verbal and written communication skills, with the ability to present complex data in an understandable and actionable manner to non-technical audiences.
• Open to work in the morning, mid and graveyard shifting schedules.