Develop and maintain short-, mid-, and long-term contact volume forecasts using historical data, trend analysis, and business intelligence
Consolidate data from multiple systems to produce daily, weekly, and monthly standardized reporting across all established KPIs
Build and maintain consistent, reliable dashboards that provide leadership with clear visibility into performance
Identify emerging trends in KPIs and proactively surface insights to relevant stakeholders
Conduct monthly variance analysis on plan vs. actual performance, identifying and quantifying root causes
Evaluate the impact of historical seasonality drivers — including weather events, system outages, and product launches — and incorporate findings into future forecast models
Keep WFM tools updated with current forecasts to ensure operational accuracy
Identify and execute opportunities to automate reporting processes and enhance forecasting models
Fulfill ad hoc reporting requests from leadership and clients with accuracy and timeliness
Partner with cross-functional teams to align on forecasting assumptions, operational changes, and business priorities
Perform other duties as assigned

Education: Bachelor's degree in Business, Statistics, Mathematics, or a related field — or equivalent experience in Workforce Management or contact center analytics required
2+ years of experience in a forecasting, WFM, or contact center analytics role required
Strong analytical and quantitative skills with exceptional attention to detail
Advanced proficiency in Microsoft Excel required
Experience managing and interpreting large volumes of data
Excellent organizational and time management skills with the ability to manage multiple priorities and meet deadlines
Strong written and verbal communication skills with the ability to present data insights clearly and effectively to both technical and non-technical audiences
Self-motivated and results-oriented, with the ability to work independently
Experience with Genesys Cloud or comparable WFM/CCaaS platforms
Experience with BI tools such as Power BI, Tableau, or similar
Familiarity with statistical forecasting methods or predictive modeling

Forecasting Analyst

Key skills