Forecast Planning Analyst

Responsibilities

• Develop, maintain, and manage multichannel forecasts (e.g., calls, chat, digital, outreach) using established models and tools (e.g., Verint)
• Translate forecasts into capacity plans, including staffing requirements and shrinkage assumptions
• Prepare and validate data inputs used in forecasting and capacity planning to ensure accuracy and completeness
• Maintain and update forecasting models based on historical trends, seasonality, and business inputs
• Track and analyze forecast performance (actuals vs. forecast), identify variances, and escalate risks or discrepancies
• Support ongoing capacity planning by adjusting forecasts and staffing plans based on volume changes, operational shifts, and business needs
• Partner with operations and cross-functional teams to gather inputs and validate assumptions impacting forecasts and plans
• Produce and distribute regular reporting on forecasts, staffing plans, and key performance indicators (KPIs)
• Support ad hoc forecasting and scenario analysis (e.g., outreach campaigns, volume fluctuations, BPO changes)
• Follow and maintain standard operating procedures (SOPs) to ensure consistency and accuracy in forecasting and planning processes
• Maintain visibility into assigned deliverables, timelines, and workload to ensure timely completion of tasks
• Escalate data issues, risks, or performance gaps to Leadership and support resolution efforts
• Identify opportunities for process improvements and support enhancements to forecasting tools, models, and workflows
• Perform other duties as assigned

Requirements

• High School Diploma or GED from an accredited institution
• Working experience in forecasting, workforce management (WFM), capacity planning, or data analytics
• Working experience supporting forecasting or planning processes in a contact center or operations environment
• Working knowledge of core forecasting concepts including trend analysis, seasonality, and variance analysis
• Experience working with data, including validation, analysis, and interpretation
• Proficiency in Excel (e.g., pivot tables, formulas, data manipulation)
• Familiarity with workforce management concepts such as shrinkage, staffing models, and service level planning
• Working experience tracking and reporting on performance metrics and KPIs
• Proven experience with multichannel contact center environments and/or BPO/vendor operations
• Experience using workforce management or forecasting tools (e.g., Verint cloud or similar platforms)
• Strong proficiency in data analysis tools (e.g., SQL, Tableau, Power BI)
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Experience working with or maintaining standard operating procedures (SOPs)
• Strong communication skills with the ability to translate data, identify trends, and discover key insights

Benefits

Additional Information

The Workforce Enablement Forecast Planning Analyst is responsible for executing, forecasting and capacity planning activities across a multichannel contact center environment, including internal operations and Business Process Outsourcing (BPO) partners. This analyst develops, maintains, and manages forecasts and staffing plans to support service level goals and operational performance while partnering with leadership on the day-to-day execution of forecasting processes, including data preparation, model updates, capacity planning, and performance tracking. The analyst ensures forecasts are accurate, timely, and aligned with business inputs while maintaining consistency with established methodologies and standard operating procedures. The incumbent plays a critical role in supporting operational readiness by translating demand into actionable staffing plans, monitoring forecast performance, and identifying risks or variances for escalation.

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Company Intel

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