Workforce Management Analyst – Forecasting & Capacity Planning
Location
United States
Posted
25 days ago
Salary
$67.5K - $86.6K / year
Seniority
Senior
Job Description
Workforce Management Analyst – Forecasting & Capacity Planning
Public Partnerships | PPL
• The WFM Forecasting & Capacity Planning Analyst ensures contact center service levels by delivering accurate volume forecasts and staffing models across multiple channels and planning horizons. • This role translates demand into capacity and headcount requirements while accounting for seasonality, new initiatives, and complex operational constraints. • Partnering closely with Operations, Scheduling, Real‑Time, and Finance teams, the analyst supports service delivery and headcount budgeting through data‑driven insights. • Develop and own short-, medium- and long-term volume forecasts using historical data, seasonality, and business specific trends for inbound, outbound, email, and chat contact types. • Analyze both forecast accuracy and staff planning performance, identify drivers of variance, and prepare recommendations on corrective actions to keep staffing in line with demand. • Build scenario models for new initiatives (campaigns, product launches, policy changes, system migrations) to forecast demand impact and staffing implications; produce data-driven recommendations (hire, defer, cross-train, overtime). • Develop and own capacity models that convert forecasts into staffing requirements using AHT, SLA targets, shrinkage, occupancy, multi-skill routing, and cross-training constraints. • Create and manage the annual capacity budget (FTE/Headcount) grounded in forecasted demand and productivity assumptions, partner with Finance on budget vs. actual deviations. • Track and model Shrinkage, Attrition, and Adherence by line of business; produce hiring and backfill plans with scenario analysis (e.g. ramp timing, training impact, production impact). • Convert forecasts to intra-day volume, AHT, and requirements to hand off to our Real-time and Scheduling partners. • Partner with Operations, Scheduling, and Real-time teams to ensure service level delivery.
Job Requirements
- 5+ years’ Workforce Management experience with 3+ being in Forecasting or Capacity Planning preferred.
- Strong proficiency in Excel is required.
- Functional knowledge of Erlang C and Regression Analysis.
- 2+ years of experience with WFM tools (NICE, Aspect, etc) and ACD tools are required.
- Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail.
- Ability to confidently present data and analysis to multiple stakeholders and answer questions, propose solutions, and explain impacts.
- Strong understanding of a contact center’s metrics and targets.
- Strong knowledge of Erlang-C and Regression based forecasting.
- Ability to translate data into clear, actionable insights.
- Excellent attention to detail and ability to manage time effectively in a fast-paced environment.
- Bachelor's degree in an equivalent discipline. Substantial professional experience in a related field may be considered in lieu of formal degree.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
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