Workforce Planning and Forecasting Coordinator - Contact Center

Canon Careers•Chesapeake, VA

12d•Hybrid

About The Position

Canon ITS is seeking a Workforce Planning and Forecasting Coordinator to support Contact Center operations through workforce planning, forecasting, and data analysis. The role helps align staffing with customer demand, service-level goals, and day-to-day operational needs by analyzing contact volumes and staffing trends, identifying challenges, and recommending solutions. This Level IV position involves applying analytical skills, judgment, and initiative while collaborating with supervisors and managers to optimize staffing and Contact Center performance. The position follows a hybrid schedule, with office attendance on Tuesdays and Thursdays and the option to work remotely the remainder of the week, subject to changing business needs.

Requirements

Associate degree or postsecondary technical education, or two years of relevant experience.
Strong problem-solving, critical-thinking, and analytical skills.
Excellent mathematical aptitude and attention to detail.
Effective written and verbal communication skills, including the ability to tailor messages to different audiences.
Proficiency working with spreadsheets, including formulas and databases.
Proficiency with workforce management and forecasting applications.
Proficiency in Google Workspace, including Gmail, Google Chat, and Google Meet.
Proactive, organized, dependable, and adaptable, with strong time-management skills and the ability to manage competing priorities in a fast-paced environment.

Responsibilities

Develop weekly forecasts for contact volumes, handle times, and off-phone activities.
Forecast contact volumes and staffing requirements using historical data, emerging trends, and business needs.
Analyze business trends, forecast variances, and performance data across multiple forecast groups to identify opportunities, risks, and potential operational impacts.
Prepare and deliver reporting on business trends and workforce impacts to support long-term strategic planning and decision-making.
Communicate short-term staffing requirements, forecast updates, and anticipated workforce needs to lines of business.
Create, maintain, and evaluate staffing schedules to ensure optimal coverage, meet service-level targets, and identify when scheduling adjustments are needed.
Monitor real-time schedule adherence and make appropriate adjustments to optimize staffing, productivity, and service levels.
Analyze units-sold data and customer propensities to support accurate forecasting and workforce planning.
Maintain and refine forecasting models to improve short-term forecasting accuracy and reliability.
Partner with lines of business, supervisors, and employees to assess current and future staffing impacts, including planning for new product training and shift bids.
Manage and record employee attendance to support accurate staffing projections and schedule adherence.
Monitor and maintain established performance standards for forecast accuracy, off-phone activities, service levels, and occupancy.
Identify workforce planning challenges, evaluate potential impacts, and recommend solutions to improve operational efficiency and effectiveness.
Perform other duties as assigned.