We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas or take over sponsorship at this time. #BI-Hybrid #LI-Hybrid

About the role:

The Workforce Management (“WFM”) Forecasting Associate is responsible for developing volume and staffing forecasting models to surpass service levels and meet customer demands. The ideal candidate possesses experience in overseeing forecasting and scheduling within an inbound/outbound contact center environment across various functions, collaborating directly with business and marketing stakeholders. This role reports to the Workforce Management Department Manager.

Responsibilities:

• Conduct short-term and long-term forecasting for contact center functions within defined budgets
• Enhance forecasting efficiency within the WFM department, providing daily reporting on forecast deltas and performance levels
• Collaborate with Scheduling and Intraday Analysts to input modifications and address scheduling gaps in forecast staffing plans
• Partner with internal business units to capture and account for impacts on call volume or handle times, exploring strategic opportunities for efficiency gains
• Lead weekly reviews of forecasting volume and staffing reports, identify and define risks, and report findings in monthly meetings to Contact Center leadership

Requirements:

• 3 or more years of workforce management experience in a contact center environment, including expertise in both long-term and short-term capacity planning models and multi-channel environments.
• Proficiency in Genesys WFM, Verint, or other WFM software
• Strong written, verbal, and interpersonal communication skills with proven ability to successfully communicate with various levels of leadership
• Demonstrated excellence in analysis and problem-solving
• Ability to multi-task and respond effectively to a changing working environment