Hybrid Workforce Forecasting & Planning Specialist

Canon Virginia, Inc; Chesapeake (VA); Hybrid; USD 28,000 - 38,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid holidays

Paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Canon Store discounts

Professional development opportunities

Job summary

Canon ITS, the information technology services arm of Canon, seeks a Workforce Planning and Forecasting Coordinator in Chesapeake, VA. This Level IV role focuses on forecasting, staffing analysis, and reporting to optimize Contact Center performance in a hybrid work arrangement.

The ideal candidate will analyze contact volume trends, produce weekly forecasts, and collaborate with supervisors to align staffing with service levels and business needs.

Qualifications

• Associate degree or technical education; alternatively, two years of relevant experience.
• Strong problem-solving, critical-thinking, and analytical skills.
• Excellent mathematical aptitude and attention to detail.
• Effective written and verbal communication skills, with the ability to tailor messages to different audiences.
• Proficiency working with spreadsheets, including formulas and databases.
• Proficiency with workforce management and forecasting applications.
• Proficiency in Google Workspace, including Gmail, Google Chat, and Google Meet.

Responsibilities

• Develop weekly forecasts for contact volumes, handle times, and off-phone activities to support effective workforce planning.
• Forecast contact volumes and staffing requirements using historical data, emerging trends, and business needs.
• Analyze business trends, forecast variances, and performance data across multiple forecast groups to identify opportunities, risks, and potential operational impacts.
• Prepare and deliver reporting on business trends and workforce impacts to support long-term strategic planning and decision-making.
• Communicate short-term staffing requirements, forecast updates, and anticipated workforce needs to the lines of business.
• Create, maintain, and evaluate staffing schedules to ensure optimal coverage, meet service-level targets, and identify when scheduling adjustments are needed.
• Monitor real-time schedule adherence and make appropriate adjustments to optimize staffing, productivity, and service levels.
• Analyze units-sold data and customer propensities to support accurate forecasting and workforce planning.
• Maintain and refine forecasting models to improve short-term forecasting accuracy and reliability.
• Partner with lines of business, supervisors, and employees to assess current and future staffing impacts, including planning for new product training and shift bids.
• Manage and record employee attendance to support accurate staffing projections and schedule adherence.
• Monitor and maintain established performance standards for forecast accuracy, off-phone activities, service levels, and occupancy.
• Identify workforce planning challenges, evaluate potential impacts, and recommend solutions to improve operational efficiency and effectiveness.
• Perform other duties as assigned.

Skills

Analytical skills

Problem solving

Mathematical aptitude

Effective communication

Spreadsheets

Forecasting tools

Workforce management

Education

Associate degree or technical education

Tools

Google Workspace

Forecasting software

Job description

Canon ITS, the information technology services arm of Canon, seeks a Workforce Planning and Forecasting Coordinator in Chesapeake, VA. This Level IV role focuses on forecasting, staffing analysis, and reporting to optimize Contact Center performance in a hybrid work arrangement.

The ideal candidate will analyze contact volume trends, produce weekly forecasts, and collaborate with supervisors to align staffing with service levels and business needs.