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Forecast Analyst, Workforce Planning

Location

Pennsylvania

Posted

97 days ago

Salary

0

Seniority

Senior

3 yrs expEnglishTableau

Job Description

Forecast Analyst, Workforce Planning

Medical Guardian

• Analyze historical call volume and staffing trends to produce 30/60/90-day and 6/9/12 month forecasts • Incorporate seasonal trends, holidays, marketing campaigns, product launches, and known business events into projections • Model capacity requirements and support headcount recommendations for hiring • Partner with Scheduling to translate forecasts into daily and interval-level schedules • Monitor and report actual vs. forecast variance and provide insight into forecast accuracy • Maintain and improve forecasting models using statistical tools or system-based automation • Track and assess atypical volume influences (e.g., special projects, seasonality deviations, system disruptions) to understand business impact, enhance scenario planning, and maintain accurate, trend-based forecasting models • Provide data-driven insights to support performance analysis, project planning, and staffing strategy • Develop what-if scenario models to evaluate staffing impacts of volume shifts, AHT changes, shrinkage fluctuations, and hiring delays

Job Requirements

  • Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.
  • 3+ years’ experience in forecasting, data analytics, or workforce planning
  • 2+ years’ experience leveraging forecasting/reporting tools (e.g., Verint, R, Tableau, Power BI)
  • Strong proficiency in Excel to include pivot tables, Power Query, INDEX-MATCH, XLOOKUP, data validation, and dynamic charts
  • Strong analytical and pattern recognition skills
  • Experience with call center metrics and drivers (AHT, shrinkage, volume, occupancy, etc.)
  • Experience with creating and maintaining custom models including AHT, cost per contact, and shrinkage models
  • Knowledge of Five9 Call Center Software a plus

Benefits

  • Health Care Plan (Medical, Dental & Vision)
  • Paid Time Off (Vacation, Sick Time Off & Holidays)
  • Company Paid Short Term Disability and Life Insurance
  • Retirement Plan (401k) with Company Match

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