Workforce Management Analyst

To ensure contact center service levels, the full-time remote Workforce Management Forecasting & Capacity Planning Analyst will develop accurate volume forecasts and staffing models while collaborating with various teams to support service delivery and headcount budgeting. Key responsibilities: Develop and manage short-, medium-, and long-term volume forecasts for various contact types using historical data and trends Create and oversee capacity models to convert forecasts into staffing requirements, managing the annual capacity budget in partnership with Finance Translate forecasts into intraday volume and requirements, collaborating with Operations and Scheduling teams to ensure service level delivery Required qualifications: Bachelor's degree in a relevant discipline or equivalent professional experience 5+ years of Workforce Management experience, with at least 3 years in Forecasting or Capacity Planning Proficiency in Excel and functional knowledge of Erlang C and Regression Analysis Experience with WFM tools (NICE, Aspect, etc.) and ACD tools Strong understanding of contact center metrics and the ability to present data and insights effectively to stakeholders