Scheduling Event Forecaster

Citizens Bank•United States,

2d•Hybrid

About The Position

The Workforce Management Analyst (Hybrid – Short‑Term Forecasting & Scheduling) plays a critical role in ensuring operational readiness by developing accurate short‑term forecasts, maintaining schedule integrity, and proactively optimizing staffing to meet service‑level commitments. This role partners closely with Operations, Real‑Time Management, and other WFM functions to create agile, data‑driven staffing plans that support both customer experience and colleague engagement. This position requires strong analytical acuity, excellent communication skills, and the ability to work in a dynamic, fast‑paced environment where business needs shift rapidly.

Requirements

1–3 years of Workforce Management experience (forecasting, scheduling, or real‑time operations).
Strong analytical and numerical skills with the ability to interpret patterns and data trends.
Experience with WFM tools (Verint, NICE, Genesys, or equivalent).
Proficient in Excel or Google Sheets (pivot tables, lookups, intermediate formulas).
Strong communication and relationship‑building skills.
Ability to prioritize and pivot quickly in a dynamic environment.

Nice To Haves

Experience in a multi‑skill, multi‑site, or omnichannel contact center.
Understanding of queueing theory, service‑level dynamics, and interval staffing concepts.
Familiarity with change management in a contact center environment.
Experience working with forecasting models or schedule‑optimization engines.

Responsibilities

Analyze recent interval-level call, chat, and digital channel trends to produce accurate short‑term (1–6 week) forecasts.
Update forecasts based on emerging patterns (volume spikes, AHT variances, staffing changes, outages, seasonality, etc.).
Partner with Operations and Real‑Time teams to align intraday assumptions and discuss forecast risks or recommended adjustments.
Conduct post‑interval and post‑day variance analysis to continuously refine forecast accuracy.
Build and maintain schedules that align staffing supply with short‑term demand across channels, skill sets, and business lines.
Adjust schedules proactively during weekly planning cycles—moving breaks, lunches, meetings, and offline activities—to optimize coverage.
Implement same‑day or next‑day schedule updates when necessary, while ensuring appropriate notice to colleagues.
Maintain compliance with labor policies, schedule constraints, and accommodation requirements.
Identify upcoming risk periods (high volume, low staffing, training impacts, shrinkage spikes) and recommend mitigation strategies.
Collaborate with Real‑Time Analysts to ensure planned schedules and intraday actions are aligned.
Support rollout and adoption of WFM system enhancements, forecasting models, schedule automation, and optimization features.
Provide recommendations on staffing deployments that improve service levels, occupancy balance, and interval performance.
Deliver clear weekly staffing outlooks, identifying gaps, risks, and action plans for leadership.
Communicate schedule changes and staffing adjustments to leaders with clarity and appropriate context.
Prepare short-term capacity updates (daily/weekly), including forecast accuracy, shrinkage expectations, staffing coverage, and service‑level impact.