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The Senior Workforce Management Professional applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance). The Senior Workforce Management Professional work assignments involve moderately complex to complex issues where the analysis of situations or data requires an in-depth evaluation of variable factors.

The Senior Forecasting Analyst plays a pivotal role in shaping strategic workforce planning through advanced forecasting methodologies, comprehensive data analysis, and insightful consultation. This position is responsible for overseeing and refining staffing forecasts, optimizing resource allocation for contact center and back-office operations, and driving continuous improvement in workforce management practices. The Senior Analyst will collaborate with operational leadership, provide strategic insights, lead forecasting projects, and mentor junior team members.
 

Key Responsibilities

• Develop and refine sophisticated short-term and long-term forecasting models for multiple contact centers, including complex contact types and multi-channel interactions.

• Lead the creation and presentation of detailed weekly-level forecasts encompassing key operational metrics, such as Average Handle Time (AHT), shrinkage, attrition, and occupancy.

• Perform in-depth statistical analysis, continuously refining forecasting methodologies and predictive analytics to optimize resource planning accuracy.

• Provide strategic guidance and collaborate with cross-functional teams to align hiring and staffing plans with organizational goals and budgetary constraints.

• Proactively assess and communicate the impacts of business initiatives, recommending data-driven strategies for operational improvements and efficiency.

• Manage the development, implementation, and ongoing evaluation of annual workforce plans, ensuring alignment with the organization's financial and operational objectives.

• Lead weekly and monthly strategic meetings with senior stakeholders, presenting forecast outcomes, insights, and actionable recommendations relative to all hiring and staffing plans.

• Lead strategic meetings focused on hiring and staffing, in alignment with HR operations and training initiatives.

• Act as the primary liaison for forecasting-related issues, ensuring alignment across scheduling, intraday operations, and senior management.

• Conduct weekly forecasting for staffing needs based on projected script volume, not solely financial targets, ensuring accuracy and agility in planning.

• Track and analyze attrition trends to proactively identify potential staffing gaps and make timely recommendations for adjustments.

• Identify operational hurdles impacting hiring or staffing capacity and escalate to Operations leadership for resolution.

• Monitor budget alignment and flag any deviations from staffing forecasts compared to financial expectations, particularly in relation to prescription volume trends.

• Collaborate with cross-functional teams to ensure forecasts are aligned with actual script demand and evolving business needs

• Provide mentorship, training, and guidance to forecasting analysts, fostering professional growth and enhancing team capabilities.

Use your skills to make an impact
 

Required Qualifications

• Bachelor's degree or minimum of 5 or more years in workforce forecasting or scheduling.

• Comprehensive knowledge of Microsoft Word, PowerPoint and Advanced knowledge using Excel.

• Advanced proficiency in Workforce Management tools such as Verint, Genesys, IEX or similar platforms.

• Excellent written and oral communication skills

• Strong analysis, critical thinking, and analytical problem solving skills

• Ability to handle multiple tasks and deadlines with attention to detail

• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

• Demonstrated expertise in advanced forecasting methodologies, scenario analysis, and predictive modeling.

• Proven ability to effectively communicate complex concepts through presentations and repo