Forecasting & WFM Lead (Hybrid Role)

Figure; Charlotte (NC); Hybrid; USD 64,000 - 83,000; Full time

Job summary

Figure is seeking a seasoned WFM forecasting and capacity planning specialist for its US operations. You will gather data, forecast demand, and ensure staffing aligns with SLAs, using NICE WFM and advanced analytics.

The role emphasizes data-driven decision making, process improvement, and collaboration across teams in a hybrid work environment located near Charlotte, NC. Competitive comp includes base salary, bonus, and RSUs.

Qualifications

• 5+ years in WFM in a contact center environment.
• Strong knowledge of NICE WFM software and IVR systems.
• Advanced Excel/Google Sheets for data analysis.
• Hybrid work policy and commuting requirements to office.

Responsibilities

• Lead gathering and analysis of data for forecasting, including historical performance, volume trends, and seasonality.
• Identify deviations from planned staffing and service targets.
• Assess forecasting variances and align with business objectives.
• Provide insights to drive operational efficiency and service delivery.
• Act as SME in advanced forecasting techniques, models, and tools.
• Conduct regular capacity planning to meet staffing and SLAs.
• Document SOPs, guidelines, and best practices for scheduling, forecasting, and capacity planning.
• Identify opportunities for process improvement within WFM and implement solutions.
• Address volume discrepancies and trends, call arrival pattern deviations, and proactive forecasting.

Skills

WFM forecasting

Capacity planning

Data analysis

Excel/Google Sheets

Communication

Team collaboration

Security awareness

Tools

NICE WFM

IVR systems

Excel

Google Sheets

Job description

Figure is seeking a seasoned WFM forecasting and capacity planning specialist for its US operations. You will gather data, forecast demand, and ensure staffing aligns with SLAs, using NICE WFM and advanced analytics.

The role emphasizes data-driven decision making, process improvement, and collaboration across teams in a hybrid work environment located near Charlotte, NC. Competitive comp includes base salary, bonus, and RSUs.