Forecasting Analyst

Role Description

The Forecasting Analyst is responsible for anticipating future contact center workload and translating those forecasts into clear, actionable staffing and operational requirements. This role plays a critical part in helping the business achieve established service levels and efficiency goals by delivering accurate, data-driven insights across short-, mid-, and long-term planning horizons.

• Develop and maintain short-, mid-, and long-term contact volume forecasts using historical data, trend analysis, and business intelligence.
• Consolidate data from multiple systems to produce daily, weekly, and monthly standardized reporting across all established KPIs.
• Build and maintain consistent, reliable dashboards that provide leadership with clear visibility into performance.
• Identify emerging trends in KPIs and proactively surface insights to relevant stakeholders.
• Conduct monthly variance analysis on plan vs. actual performance, identifying and quantifying root causes.
• Evaluate the impact of historical seasonality drivers — including weather events, system outages, and product launches — and incorporate findings into future forecast models.
• Keep WFM tools updated with current forecasts to ensure operational accuracy.
• Identify and execute opportunities to automate reporting processes and enhance forecasting models.
• Fulfill ad hoc reporting requests from leadership and clients with accuracy and timeliness.
• Partner with cross-functional teams to align on forecasting assumptions, operational changes, and business priorities.
• Perform other duties as assigned.

Qualifications

• Education: Bachelor's degree in Business, Statistics, Mathematics, or a related field — or equivalent experience in Workforce Management or contact center analytics required.
• 2+ years of experience in a forecasting, WFM, or contact center analytics role required.
• Strong analytical and quantitative skills with exceptional attention to detail.
• Advanced proficiency in Microsoft Excel required.
• Experience managing and interpreting large volumes of data.
• Excellent organizational and time management skills with the ability to manage multiple priorities and meet deadlines.
• Strong written and verbal communication skills with the ability to present data insights clearly and effectively to both technical and non-technical audiences.
• Self-motivated and results-oriented, with the ability to work independently.
• Experience with Genesys Cloud or comparable WFM/CCaaS platforms.
• Experience with BI tools such as Power BI, Tableau, or similar.
• Familiarity with statistical forecasting methods or predictive modeling.

Requirements

• Consistent and reliable high-speed internet and workspace free from distraction, disruption, or noise is required.
• Ability to be present on camera during work-related trainings, meetings, and/or events.
• Must be able to sit or stand at a desk for prolonged periods while working on a computer.

Benefits

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more.
• The salary range for this position is $55,000 - $65,000 USD. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, and scheduled hours.

EEO

ComPsych is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.