Manager, Contact Center WFM Forecasting

This is a fully remote position, open to applicants in Rhode Island.

📋 Description

• Create and execute daily, monthly, and long-term forecasts for both internal and external partners

• Track forecast performance, determine variance causes, and implement process enhancements to boost forecast accuracy and planning efficiency

• Act as the forecasting specialist and main point of contact for business unit leadership and key stakeholders

• Evaluate operational impacts and manage projects that analyze risks and costs to safeguard the business and enhance revenue generation

• Investigate and assess workforce-management technologies, tools, and best practices

• Analyze data and trends to provide actionable insights

• Encourage output ownership, inspection, and root-cause analysis

• Mentor, coach, and develop forecasting analysts

• Promote accountability, continuous improvement, and excellence in analytics

⛳️ Requirements

• 5+ years of experience in Workforce Management within a contact center setting

• 3-5+ years of experience in forecasting and predictive modeling

• Proficient in supporting omni-channel operations, including inbound, outbound, and back-office workloads

• Strong abilities in analytical, statistical modeling, and critical thinking

• Proven experience in presenting recommendations and insights to senior leadership

• Preferred experience with NiCE IEX or a similar WFM platform

• Advanced proficiency in Excel, including Power Query, PivotTables, statistical analysis, and the development of complex forecasting models

• Experience in validating and optimizing machine learning and statistical forecasting models

• Familiarity with analytical tools such as Power BI, SQL, Python, R, or similar

• Background in supporting both internal and outsourced/BPO operations

• Experience in translating forecasts into staffing needs, capacity planning, and financial implications

• A Bachelor's Degree is required or equivalent professional experience

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Paid time off

• Retirement savings options

• Wellness programs

• Additional resources supporting physical, emotional, and financial well-being, subject to eligibility

• CVS Health bonus, commission, or short-term incentive program