Title:
Forecasting Analyst III
Location:
Onsite – Irwindale, CA
Pay:$44.00-$49.00/hour
Duration:
12-month contract
Schedule:
Monday–Friday, 8:00 AM – 5:00 PM
Job Overview
This role is responsible for building workforce plans that support day-to-day contact center operations. Responsibilities include forecasting, staffing plan development, schedule creation, and performance analysis. The role partners closely with Operations, Systems, and external vendors to maintain service levels.
The ideal candidate understands operational performance, can clearly explain drivers, and recommends actionable solutions.
Required Skills & Qualifications
- Hands-on Workforce Management (WFM) experience in a contact center environment (forecasting, scheduling, performance analysis)
- Strong understanding of call center metrics and drivers:
- Forecast inputs (volume, AHT, shrinkage)
- Service level / ASA
- Abandon rate
- Occupancy, adherence, backlog
- Proven ability to translate data into actionable operational recommendations
- Advanced Excel skills (pivot tables, lookups, nested formulas, Power Query)
- Experience building staffing plans and explaining service vs. cost trade-offs
- Ability to work in ambiguous and fast-changing environments (e.g., weather events, outages, system issues)
- Strong communication skills with the ability to clearly explain performance insights
- Effective stakeholder collaboration across Operations and vendor teams
- High attention to detail, including schedule accuracy, assumptions, and documentation
Preferred Skills & Qualifications
- Experience with WFM platforms such as:
- Aspect/Alvaria
- Genesys WFM
- NICE/IEX
- Verint
- Calabrio
- Experience supporting multi-site and/or vendor (BPO) operations
- Experience with multi-skill routing and queue/skill strategy
- Knowledge of intraday management and real-time adjustments (OT, VTO, reassignments, skill changes)
- Familiarity with capacity planning for seasonal peaks and event-driven fluctuations
- Experience with SQL, Power BI, Tableau, or data modeling
- Experience building standard work, playbooks, governance routines, and reporting automation
- Exposure to labor rules, union environments, and timekeeping systems
- Experience coaching or mentoring team members and driving WFM best practices
Education & Experience
- Bachelor’s degree preferred
- Minimum 4–6 years of direct contact center WFM experience may substitute for degree
- At least 5+ years of experience in resource management and/or business planning
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