Workforce and Forecasting Analyst

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

📋 Description

• Generate, validate, and continuously enhance both short-term and long-term forecasts utilizing Genesys Cloud WFM alongside internal models, dashboards, and operational datasets.

• Examine historical data, seasonal patterns, and business factors to forecast call volumes and staffing requirements.

• Develop multiple forecasting scenarios to assess the impacts of service level goals, shrinkage, and schedule compliance.

• Collaborate with operations leaders to synchronize staffing strategies with business goals and customer demand.

• Suggest staffing modifications and hiring strategies to achieve service level objectives across two call center sites.

• Track real-time performance and modify forecasts and schedules as necessary.

• Create and maintain dashboards to monitor forecast accuracy, schedule compliance, occupancy, and service levels.

• Deliver actionable insights to leadership regarding staffing efficiency, overtime, and agent utilization.

• Collaborate with Finance and HR to aid in budget planning and workforce cost optimization.

• Ensure reporting accuracy and convert complex data into clear, actionable insights while working with cross-functional teams in a considerate and cooperative manner.

• Utilize Genesys Cloud WFM features including AI-driven forecasting, schedule creation, and intraday management.

• Identify opportunities for automation and the streamlining of forecasting processes.

• Remain updated with industry best practices and emerging technologies in workforce management.

⛳️ Requirements

• Bachelor's degree in Business, Statistics, Operations Management, or a related field – or equivalent relevant experience in workforce management or forecasting.

• 3-5+ years of experience in contact center forecasting, workforce planning, or operations analytics.

• Proficient in Genesys Cloud Workforce Management tools and forecasting methodologies.

• Strong analytical abilities with expertise in Excel (expert-level), SQL, and data visualization tools (e.g., Power BI, Tableau).

• Demonstrated capability to manage large-scale forecasting for high-volume contact centers.

• Outstanding communication and collaboration skills across cross-functional teams.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Flexible work hours

• Paid time off

• Professional development opportunities