Workforce Management Forecasting Analyst

Victra • Winterville, NC

57d

About The Position

Accurately predict contact center workload and staffing needs to ensure service levels are met while optimizing resource allocation.

Requirements

• Experience with forecasting tools and statistical modeling.
• Strong data analysis and Excel/BI reporting skills.
• Ability to synthesize business context into actionable forecasts.

Nice To Haves

• 5 years WFM/forecasting experience

Responsibilities

• Analyze historical call volume, AHT, and agent availability data.
• Use forecasting models (e.g., time series, regression, ML) to project demand.
• Adjust forecasts for external factors like holidays, promotions, or weather.
• Collaborate with stakeholders to align forecasts with business goals.
• Calculate staffing requirements and support scheduling efforts.
• Monitor real-time performance and adjust forecasts as needed.
• Evaluate forecast accuracy and implement improvements.
• Prepare daily and periodic reports on forecast vs. actual performance.

Benefits

• Paid training and career development opportunities.
• Comprehensive health, dental, and vision insurance.
• 401k retirement plan.
• Tuition reimbursement.
• Employee discounts on Verizon services.
• Career pathing opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Furniture, Home Furnishings, Electronics, and Appliance Retailers
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees