Forecast Analyst, Workforce Planning

Medical Guardian • Philadelphia, PA

4h

About The Position

The Forecasting Analyst, Workforce Planning owns short- and long-term call volume forecasting and plays a critical role in aligning staffing plans to expected demand. This position uses historical trends, seasonal patterns, holidays, campaigns, and business growth data to project volume 30–90 days out. The analyst will collaborate with scheduling, real-time monitoring, and operations to ensure staffing and hiring recommendations are based on accurate forecasts.

Requirements

• Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
• 3+ years’ experience in forecasting, data analytics, or workforce planning
• 2+ years’ experience leveraging forecasting/reporting tools (e.g., Verint, R, Tableau, Power BI)
• Strong proficiency in Excel to include pivot tables, Power Query, INDEX-MATCH, XLOOKUP, data validation, and dynamic charts
• Strong analytical and pattern recognition skills
• Experience with call center metrics and drivers (AHT, shrinkage, volume, occupancy, etc.)
• Experience with creating and maintaining custom models including AHT, cost per contact, and shrinkage models

Nice To Haves

• Knowledge of Five9 Call Center Software a plus

Responsibilities

• Analyze historical call volume and staffing trends to produce 30/60/90-day and 6/9/12 month forecasts
• Incorporate seasonal trends, holidays, marketing campaigns, product launches, and known business events into projections
• Model capacity requirements and support headcount recommendations for hiring
• Partner with Scheduling to translate forecasts into daily and interval-level schedules
• Monitor and report actual vs. forecast variance and provide insight into forecast accuracy
• Maintain and improve forecasting models using statistical tools or system-based automation
• Track and assess atypical volume influences (e.g., special projects, seasonality deviations, system disruptions) to understand business impact, enhance scenario planning, and maintain accurate, trend-based forecasting models
• Provide data-driven insights to support performance analysis, project planning, and staffing strategy
• Develop what-if scenario models to evaluate staffing impacts of volume shifts, AHT changes, shrinkage fluctuations, and hiring delays

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation, Sick Time Off & Holidays)
• Company Paid Short Term Disability and Life Insurance
• Retirement Plan (401k) with Company Match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed