Senior Forecasting & Capacity Planning Analyst

Bank of America; Phoenix (AZ); Presencial; USD 84.000 - 127.000; Jornada completa

Descripción de la vacante

Bank of America is seeking a Strategic Forecasting and Capacity Planning Specialist to support contact center forecasting, capacity planning, and FTE decision-making. You will develop forecasting models, analyze data, and partner with operations, finance, technology, and leadership to drive reliable plans.

The role requires deep knowledge of contact center forecasting, advanced Excel and analytics tools (SQL/Tableau/Alteryx), and the ability to translate business needs into technical

Formación

• 5+ years of forecasting and/or capacity planning.
• Experience with contact center operations and staffing.
• Experience building forecasts, planning models, or reporting tools.
• Strong analytical and problem-solving skills.
• Comfortable working with large data sets and turning insights into action.
• Advanced Excel and PowerPoint skills.
• Strong communication and presentation skills.
• Able to manage multiple priorities in a fast-paced environment.
• Proven ability to work across teams and build strong partnerships.

Responsabilidades

• Recommends ways to help the business achieve desired outcomes using data analysis outputs.
• Performs complex analysis of financial models, market data, financial data, and portfolio trends to understand product performance and improve portfolio risk, profitability, performance forecasting, and operational performance.
• Leads coordination of the production of product performance reports and updates for senior management.
• Assist with process enhancements to improve strategic forecasting accuracy across inbound, chat, and back-office contact center environments, including ongoing monitoring, decomposition, variance analysis, and performance reporting.
• Drive development, maintain, and enhance forecasting models, planning analytics, and forecasting tools that support long-range planning, capacity management, and FTE decision-making.
• Identify, evaluate, and recommend process and technology enhancements that improve forecasting transparency, planning efficiency, data quality, and scalability.
• High level forecast decomposition and root-cause analysis to explain volume, handle time, productivity, shrinkage, capacity, and staffing variances against plan.
• Assist with sizing and integration of business initiatives, operational changes, channel strategies, productivity improvements, and demand shifts into strategic forecasts and capacity plans.
• Validate forecast inputs and outputs across systems, ensuring data alignment, consistency, and integrity between workforce management tools, reporting platforms, planning models, and source systems.
• Partner with others to translate business needs into technical requirements for forecasting tools, planning automation, data integration, reporting enhancements, and analytical solutions.
• Partner with business leaders, operations teams, technology partners, and workforce management stakeholders to understand demand drivers, planning assumptions, and operational impacts.
• Solve complex forecasting and capacity planning challenges by applying structured problem solving, scenario modeling, sensitivity analysis, and data-driven decision support.
• Support strategic planning cycles, budget processes, resource planning discussions, and ongoing FTE management through accurate forecasts and actionable capacity insights.
• Establish and maintain forecasting standards, documentation, governance routines, and best practices to improve consistency across business units and planning teams.

Conocimientos

Business Analytics

Business Intelligence

Data Quality Management

Fraud Management

Monitoring, Surveillance, and Testing

Collaboration

Data Visualization

Oral Communications

Problem Solving

Written Communications

Analytical Thinking

Critical Thinking

Data and Trend Analysis

Innovative Thinking

Research

Herramientas

SQL

Tableau

Alteryx

AI

Descripción del empleo

Bank of America is seeking a Strategic Forecasting and Capacity Planning Specialist to support contact center forecasting, capacity planning, and FTE decision-making. You will develop forecasting models, analyze data, and partner with operations, finance, technology, and leadership to drive reliable plans.

The role requires deep knowledge of contact center forecasting, advanced Excel and analytics tools (SQL/Tableau/Alteryx), and the ability to translate business needs into technical