Forecasting Analyst
Location: Irwindale, CA Hybrid
Long term contract
This role is responsible for building workforce plans that support our day to day operations. It includes forecasting, staffing plans, schedule development, and performance analysis, with close partnership across Operations, Systems, and our vendors to keep service on track. This person is expected to understand what s happening on the floor, explain why it s happening, and recommend clear actions to address it.
Required Skills/Attributes
Hands-on WFM experience in a contact center (forecasting + scheduling + performance analysis)
Strong understanding of key call center drivers and metrics:
o Forecast inputs (volume, AHT, shrinkage), service level/ASA, abandon rate, occupancy, adherence, backlog
Proven ability to turn data into operational recommendations, not just reports
Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)
Experience producing staffing plans and explaining tradeoffs (service vs cost)
Comfortable working with ambiguity and changing priorities (weather/events/outages/system issues)
Strong communication skills, able to clearly explain performance drivers and provide direct, easy to understand updates
Strong stakeholder partnership collaborating well with Operations and vendors
High attention to detail and follow-through (schedule accuracy, assumptions, documentation)
Desired Skills/Attributes:
Experience with WFM platforms such as:
o Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc.
Experience with multi-site and/or vendor/BPO operations (and managing different shrinkage patterns)
Experience supporting multi-skill routing and queue/skill strategy
Knowledge of intraday management practices and real-time levers (OT, VTO, reassignments, skill changes)
Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages, billing cycles, weather)
SQL, Power BI/Tableau, or data modeling skills
Experience building standard work, playbooks, governance routines, and reporting automation
Exposure to labor rules / union environment (if relevant), timekeeping systems, and policy constraints
Experience coaching/mentoring and driving adoption of WFM best practices
Desired Skills/Attributes
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