Senior Analyst - Workforce Services/Demand Planning

Overview:

- We are seeking a Workforce Services Senior Analyst (Demand Planning) who will be responsible for developing and managing accurate mid to short-term forecasting models. The ideal candidate will have hands-on experience in forecasting, workforce planning, data analysis, and capacity modeling within a contact center or service operations environment.

Key Responsibilities:

- Generate and update mid-term and short-term volume forecasts using historical data, trends, and business inputs.

- Develop, maintain, and improve forecasting models for volume, workload, and shrinkage using predictive analytics.

- Analyze daily, weekly, and monthly patterns to support staffing recommendations and capacity planning.

- Forecast mid to short-term visit demand and job times for field workforce using commercial drivers and historical data.

- Forecast contact demand and call handling times (AHT) for service centers.

- Collaborate with Operations, Scheduling, HR, and Finance teams to gather insights such as seasonality, marketing impacts, or product launches.

- Create scenario planning models to simulate potential business changes and impacts.

- Communicate forecasts, insights, and trends through visual reports, dashboards, and presentations.

- Monitor actual vs forecast performance, perform variance analysis, and refine forecasting models.

- Work closely with the capacity planning team to adjust and align resource requirements.

- Develop process documentation, SOPs, and process maps for responsible areas.

Skills & Qualifications:

- 9-15 years of experience in Workforce Management Forecasting (preferably in BPO, Contact Center, or Service Ops).

- Strong proficiency in Microsoft Excel (Pivot Tables, Formulas, Charts).

- Basic knowledge of Data Analytics tools (Time Series, Predictive Analysis, Machine Learning, R, Python).

- Experience with WFM tools like NICE IEX is an added advantage.

- Understanding of forecasting methodologies such as regression, weighted average, and time series.

- Strong analytical and problem-solving skills with attention to detail and accuracy.

- Effective collaboration skills with cross-functional teams.

- Ability to manage multiple priorities, deadlines, and work under pressure.

- Proficiency in basic statistics and arithmetic concepts.

- Excellent written and verbal communication skills to present data-driven insights clearly.