Hybrid Workforce Forecasting & Planning Analyst

Canon Information Technology Services, Inc.; Chesapeake (VA); Hybrid; USD 29,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid holidays

Generous paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts

Job summary

Canon ITS is seeking a Workforce Planning and Forecasting Coordinator to support Contact Center operations through workforce planning, forecasting, and data analysis. You’ll help ensure staffing levels meet customer demand, maintain service-level goals, and support efficient day-to-day operations.

The ideal candidate is proactive, organized, dependable, and adaptable, with strong time-management skills and the ability to manage competing priorities in a fast-paced environment.

Qualifications

• Strong problem-solving, critical-thinking, and analytical skills.
• Excellent mathematical aptitude and attention to detail.
• Effective written and verbal communication, with ability to tailor messages.
• Proficiency with spreadsheets, including formulas and databases.
• Proficiency with workforce management and forecasting applications.
• Proficiency in Google Workspace (Gmail, Chat, Meet).

Responsibilities

• Develop weekly forecasts for contact volumes and handle times to support staffing.
• Forecast staffing requirements using historical data and trends.
• Analyze business trends and forecast variances to identify opportunities and risks.
• Prepare and deliver reports on trends and workforce impacts for planning.
• Communicate staffing requirements and forecast updates to lines of business.
• Create and maintain staffing schedules to meet service targets.
• Monitor real-time schedule adherence and adjust to optimize staffing.
• Analyze units-sold data and customer propensities to improve forecasts.
• Refine forecasting models to improve accuracy and reliability.
• Collaborate with lines of business to plan for training and shift bids.
• Track attendance to support staffing projections.
• Monitor performance standards for forecast accuracy and occupancy.
• Identify challenges and propose efficiency improvements.
• Perform other duties as assigned.

Skills

Problem-solving

Analytical skills

Mathematical aptitude

Written communication

Verbal communication

Spreadsheet proficiency

Google Workspace

Education

Associate degree or postsecondary technical education, or 2 years relevant experience

Tools

Forecasting software

Forecasting and workforce mgmt tools

Job description

Canon ITS is seeking a Workforce Planning and Forecasting Coordinator to support Contact Center operations through workforce planning, forecasting, and data analysis. You’ll help ensure staffing levels meet customer demand, maintain service-level goals, and support efficient day-to-day operations.

The ideal candidate is proactive, organized, dependable, and adaptable, with strong time-management skills and the ability to manage competing priorities in a fast-paced environment.