WFM Forecast Analyst ResultsCX

About ResultsCX

Job Description

The Forecasting Analyst in Workforce Management is responsible for analyzing historical data and trends to create accurate workforce forecasts. You will ensure that staffing levels align with business needs, optimize operational efficiency, and support organizational objectives. Leveraging your quantitative and analytical skills, you will provide actionable insights to improve service levels, reduce costs, and enhance overall performance. Your main responsibilities will include analyzing historical data and trends to forecast future staffing needs based on demand, seasonality, and business requirements. You will monitor call volume arrival patterns, seasonality, contact rates, and apply various forecast models. It is crucial to ensure that forecasts are generated in a timely and precise manner. Monitoring and tracking actual performance against forecasted data, identifying any discrepancies, and recommending corrective actions will be part of your routine tasks. Regular reporting on forecast accuracy, trends, and insights to leadership and stakeholders is also expected. Additionally, you will offer strategic recommendations to improve the forecast while balancing service levels and requirements. Managing the implementation of new programs and LOBs from a forecasting perspective and supporting the continuous improvement of forecasting methodologies and tools are essential aspects of the role. Evaluating external factors, such as market conditions, customer behavior, and economic trends to refine forecasts and ensure their accuracy will be crucial. Providing insights and recommendations on labor cost optimization and service level improvements will also be part of your responsibilities. To be successful in this role, you should have a Bachelor's degree in Business, Mathematics, Statistics, or a related field (or equivalent experience) and at least 2 years of proven experience in workforce management, forecasting, or a related analytical role. Strong proficiency in data analysis, statistical modeling, and forecasting techniques is required, along with familiarity with workforce management software and tools (Excel, SQL, etc.). Experience with forecasting tools such as Python, R, and similar platforms will be an added advantage. Strong attention to detail, excellent communication skills, and the ability to present data-driven insights to both technical and non-technical stakeholders are necessary. A problem-solving mindset, ability to work under pressure, manage multiple priorities effectively, and advanced knowledge of statistical analysis and predictive modeling are also essential for this role. ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. They design, build, and deliver digitally influenced customer journeys that achieve satisfaction and loyalty for brands. ResultsCX has a 30+-year track record for reimagining customer experiences, driving growth to more than 20 geographic hubs, and approximately 20,000 colleagues worldwide. Their core expertise extends to actionable analytics, contact center as a service (CCaaS), and their own SupportPredict AI-powered digital experience platform. Exceptional individuals work together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of clients.,