Senior Forecast Planning Analyst

This is a fully remote position, open to applicants in Florida, +3 more states.

📋 Description

• Oversee quality in forecasting, capacity planning, and performance management within a multichannel contact center setting.

• Review forecasting outputs, confirm assumptions, and ensure alignment with accuracy goals and business targets.

• Take full ownership of multichannel forecasting for calls, chat, digital interactions, and outreach initiatives.

• Convert demand forecasts into capacity plans that account for shrinkage, staffing needs, and operational limitations across internal teams and BPO partners.

• Track and report on team performance and forecasting accuracy through KPI monitoring, deliverables, and workflow updates.

• Ensure transparency regarding workload, timelines, and completion statuses; identify risks and implement corrective actions.

• Provide leadership with comprehensive reporting, risk insights, and data-informed recommendations.

• Create and enhance forecasting models using statistical techniques, business insights, and Verint software.

• Recognize inefficiencies, improve forecasting methodologies, and assist in the adoption of tools and best practices.

• Establish, maintain, and improve standard operating procedures for forecasting and planning processes.

• Analyze and optimize shrinkage assumptions through data analysis and business insights.

• Generate and assess ad hoc forecasting scenarios, translating their impacts into planning recommendations.

⛳️ Requirements

• High School Diploma or GED from a recognized institution.

• Experience in forecasting, workforce management (WFM), capacity planning, or data analytics.

• Proven background in supporting or managing forecasting processes within a contact center or operational environment.

• Familiarity with trend analysis, seasonality, and variance analysis.

• Experience working with large datasets and conducting data validation, analysis, and interpretation.

• Proficient in Excel, including pivot tables, formulas, and data manipulation techniques.

• Proven track record in tracking and reporting performance metrics and KPIs.

• Demonstrated experience in developing, maintaining, and enhancing forecasting and capacity planning models.

• Experience in multichannel contact center environments and/or BPO/vendor forecasting and planning.

• Strong skills in data analysis tools such as Excel, SQL, and/or Tableau or Power BI.

• Ability to handle multiple priorities, meet deadlines, and maintain meticulous attention to detail.

• Experience in creating documentation and standard operating procedures (SOPs).

• Excellent communication skills with the ability to turn data into actionable insights.

🏝️ Benefits

• Medical coverage

• Dental coverage

• Vision coverage

• Incentive and recognition programs

• Life insurance

• 401k contributions (subject to eligibility requirements)

• Competitive compensation and benefits package