Remote Workforce Forecasting Analyst

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

Benefits offered by this job

Fully remote

Health insurance

Retirement plan

Paid time off

Equipment provided

Job summary

Jobgether is seeking a remote Workforce Forecasting and Scheduling Analyst to join its distributed team in the United States. You will forecast inbound contact center volumes and back-office workloads, maintain staffing plans, and deliver data-driven insights to optimize agent productivity and service levels.

The role emphasizes real-time monitoring, intraday adjustments, and proactive communication with stakeholders to drive operational efficiency and customer satisfaction.

Qualifications

• Bachelor's degree or equivalent experience in a related field.
• At least 3 years of related professional experience.
• 2+ years forecasting inbound contact center volumes; back-office forecasting preferred.
• Experience with workforce management software.
• Proficiency in forecasting, scheduling, real-time monitoring, and performance reporting.
• Strong analytical and communication skills.

Responsibilities

• Analyze inbound call and web chat patterns to identify trends and optimize staffing.
• Develop, maintain forecasts for inbound volumes and back-office workloads.
• Monitor forecast accuracy and adjust staffing to meet service objectives.
• Analyze staffing requirements and determine agent work schedules and allocations.
• Maintain and validate production data, staffing plans, and workforce records.
• Monitor attendance and evaluate impact on staffing coverage and adjust in systems.
• Track schedule adherence and address deviations.
• Create ad hoc reports, dashboards, and summaries on scheduling and volumes.
• Maintain historical workforce and performance metrics for trend analysis.
• Use workforce management platforms to support forecasting, scheduling, and real-time monitoring.
• Communicate insights and recommendations to stakeholders to inform decisions.
• Identify opportunities to improve workforce planning and service delivery.

Skills

Forecasting inbound volumes

Workforce management

Data analysis

Communication

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 remote Workforce Forecasting and Scheduling Analyst to join its distributed team in the United States. You will forecast inbound contact center volumes and back-office workloads, maintain staffing plans, and deliver data-driven insights to optimize agent productivity and service levels.

The role emphasizes real-time monitoring, intraday adjustments, and proactive communication with stakeholders to drive operational efficiency and customer satisfaction.