WFM Forecast Analyst

Position Overview
The Forecasting Analyst in Workforce Management is responsible for analyzing historical data and trends to create accurate workforce forecasts. This role ensures that staffing levels align with business needs, optimize operational efficiency, and support organizational objectives. The ideal candidate will leverage quantitative and analytical skills to provide actionable insights that improve service levels, reduce costs, and enhance overall performance.


In This Role You Will

• Analyze historical data and trends to forecast future staffing needs based on demand, seasonality, and business requirements.
• Monitors call volume arrival patterns, seasonality, contact rates, and applies various forecast models (non-stationary, trend lines, correlation analysis)
• Ensure that forecasts are generated in a timely and precise manner
• Monitor and track actual performance against forecasted data, identifying any discrepancies and recommending corrective actions.
• Produce and present regular reports on forecast accuracy, trends, and insights to leadership and key stakeholders.
• Offer strategic recommendations to improve the forecast while balancing service levels and requirements.
• Manage the implementation of new programs and Lobs from a Forecast perspective
• Support the continuous improvement of forecasting methodologies and tools
• Evaluate external factors, such as market conditions, customer behavior, and economic trends, to refine forecasts and ensure their accuracy
• Provide insights and recommendations on labor cost optimization and service level improvements
• Ability to provide on-call support, and work a flexible schedule
• Must be able to work various shifts, including holidays in a 24x7 operating environment
  
  
  

We are looking for someone who has:

• Bachelor’s degree in Business, Mathematics, Statistics, or a related field (or equivalent experience)
• Proven 2 yrs experience in workforce management, forecasting, or a related analytical role
• Strong proficiency in data analysis, statistical modeling, and forecasting techniques
• Familiarity with workforce management software and tools (Excel, SQL, etc.)
• Experience with forecasting tools, such as Python, R, and similar platforms, will be an added advantage.
• Strong attention to detail and the ability to interpret complex data
• Excellent communication skills, with the ability to present data-driven insights to both technical and non-technical stakeholders
• Problem-solving mindset with the ability to adapt and adjust forecasts as necessary
• Ability to work under pressure and manage multiple priorities effectively
• Advance knowledge of statistical analysis and predictive modeling
  
  
  

About ResultsCX:
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCX’s 30 -year track record for reimagining the customer experience to meet consumers’ evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.