About this role

Creates and maintains strong linkages with internal business partners
Produces short-term and long-term forecasts using econometric data
Maintains and modifies call center forecasting models
Leads the staff plan review process with operations
Using historical data along with available business intelligence, forecast daily, weekly, and period-level contact volume
Generate accurate long-range (4-18 months) projections
Present forecast results in a clear, concise, and useful way
Assist business partners with the analysis and interpretation of WFM forecasting data

2 or more years of forecasting and/or planning experience
Understanding of statistical time series modeling techniques
Degree in Statistics, Industrial Engineering, Engineering, or related technical fields preferred
Bachelor's degree or equivalent experience, or 6 years of related workload management experience
Database management skills
Minimum of 2 years call center experience and/or minimum 18 months resource planning experience
Good working knowledge of IEX or Verant 360, or Aspect

Forecasting and Planning Analyst

Key skills