Senior Forecasting & Capacity Planning Lead

HealthFirst

United States

À distance

USD 61 000 - 100 000

Plein temps

14 jours+

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Résumé du poste

HealthFirst is seeking a Workforce Enablement Senior Forecast Planning Analyst to lead forecasting quality, capacity planning, and performance oversight across a multichannel contact center, including BPO partners. You will audit outputs, validate assumptions, and drive adherence to targets while partnering with leadership on strategic workforce decisions.

The role requires building end-to-end forecasts, translating demand into staffing strategies, and continuously improving models and processes

Qualifications

High School Diploma or GED required.
Experience in forecasting, WFM, capacity planning, or data analytics.
Experience forecasting in contact center/operations.
Knowledge of trend analysis, seasonality, and variance analysis.
Experience handling large datasets and data validation/interpretation.
Proficient in Excel (pivot tables, formulas).
Experience tracking KPIs and performance metrics.

Responsabilités

Lead end-to-end multichannel forecasting (calls, chat, digital) and model maintenance.
Translate forecasts into staffing plans with shrinkage and constraints.
Monitor KPI performance and report progress to leadership.
Maintain visibility into workload and timelines; escalate risks.
Provide data-driven insights to support leadership decisions.
Develop and refine forecasting models using statistical methods and Verint.
Create SOPs to standardize forecasting and planning processes.
Collaborate with internal teams and BPO partners on capacity planning.
Identify inefficiencies and drive improvements in forecasting practices.