Remote Workforce Forecasting Analyst

Jobgether; United States; Remote; USD 60,000 - 73,000; Full time

Benefits offered by this job

Fully remote work: US

Equipment provided

Health insurance

Retirement savings plan

Paid time off

Incentive opportunities

Professional development

Job summary

Jobgether is seeking a Workforce Forecasting and Scheduling Analyst to analyze inbound call and web chat trends, forecast volumes, and optimize staffing for a fully remote role within the United States. You will monitor accuracy, adjust forecasts, and develop schedules and dashboards to support service levels.

The candidate will work with multiple WFM platforms, communicate insights to stakeholders, and continuously improve forecasting processes in a remote environment.

Qualifications

• <li>Bachelor's degree in a relevant field or equivalent experience.</li>
• <li>At least three years of related professional experience.</li>
• <li>Experience forecasting inbound contact center volumes and back-office workloads preferred.</li>
• <li>Experience with workforce management software (Amazon Connect, NICE/IEX, etc.).
• <li>Strong analytical and reporting abilities.

Responsibilities

• Analyze inbound call and web chat patterns, volumes, and performance to identify trends.
• Develop forecasts for inbound volumes and back-office workloads using historical data and seasonality.
• Monitor forecast accuracy and adjust forecasts to meet staffing and service objectives.
• Determine agent work schedules, training schedules, and workforce allocation plans.
• Maintain and validate production data, staffing plans, and workforce records.
• Track attendance and deviations, adjusting in workforce management systems.
• Monitor real-time and intraday activities to identify staffing gaps.
• Develop ad hoc reports and dashboards on scheduling, volumes, and performance.

Skills

Forecasting inbound volumes

Workforce analytics

Staff scheduling

Real-time monitoring

Ad hoc reporting

Attention to detail

Communication skills

Independent remote work

Education

Bachelor's degree in a relevant field

Tools

Amazon Connect

NICE/IEX

Aspect eWFM

Verint WFM

Calabrio WFM

Job description

Jobgether is seeking a Workforce Forecasting and Scheduling Analyst to analyze inbound call and web chat trends, forecast volumes, and optimize staffing for a fully remote role within the United States. You will monitor accuracy, adjust forecasts, and develop schedules and dashboards to support service levels.

The candidate will work with multiple WFM platforms, communicate insights to stakeholders, and continuously improve forecasting processes in a remote environment.