Forecasting Analyst

The WFM Forecasting Analyst analyzes historical contact volume, handle times, and operational trends to generate accurate short-term and long-term volume and staffing forecasts across all service channels. This role involves developing forecasting models, conducting variance and trend analysis, and collaborating with cross-functional teams to optimize capacity planning and staffing requirements. The position requires creating executive dashboards to track forecast accuracy and SLA performance while maintaining robust capacity plans.