Workforce - Senior Forecaster

Automated Health Systems•Pittsburgh, PA

1d•Remote

About The Position

Automated Health Systems is seeking a Workforce - Senior Forecaster to support workforce planning and real-time operations in a high-volume contact center environment. The role develops forecasts, monitors performance metrics, and aligns staffing plans with operational demand. The Senior Forecaster collaborates with workforce management and operations leadership to optimize staffing levels, support service-level performance, and provide data-driven insights that improve operational efficiency. This position is remote.

Requirements

Associate degree in a related field or equivalent experience.
At least 2 years of workforce forecasting experience in a contact center environment.
Experience with workforce management systems such as Verint, NICE, or similar platforms.
Advanced Excel and data analysis skills, including pivot tables and complex formulas.
Experience with data visualization tools such as Tableau or Power BI.
Strong statistical knowledge, modeling and problem-solving abilities, and capacity to navigate ambiguity.
Excellent communication skills, including the ability to explain complex data to non-technical stakeholders.
Ability to work in a fast-paced environment and manage multiple priorities.

Responsibilities

Build and refine statistical models to anticipate Medicaid and federal policy, service demand, and contact center performance.
Analyze historical trends, seasonality, utilization changes, and changing legislation to improve forecast accuracy.
Partner with contact center operations, clients, and workforce teams to align forecasts.
Monitor forecast accuracy, track errors, and develop dashboards to report insights to management.
Prepare clear, actionable reports communicating forecast results and accuracy, and provide recommendations.