Senior Multichannel Forecasting & Capacity Lead

Healthfirst; Town of Florida (NY); Hybrid; USD 61,000 - 100,000; Full time

Job summary

Healthfirst in New York seeks a Workforce Enablement Senior Forecast Planning Analyst to lead forecasting quality, capacity planning, and performance oversight across a multichannel contact center including BPO partners. The role audits outputs, validates assumptions, and aligns forecasts with business objectives.

You will translate demand into staffing strategies and deliver strategic insights to leadership.

Qualifications

• High School Diploma or GED required.
• Experience in forecasting, workforce management (WFM), capacity planning, or data analytics preferred.
• Experience supporting forecasting processes in contact center or operations environments.
• Familiarity with trend analysis, seasonality, and variance analysis.
• Experience handling large datasets, data validation, and interpretation.
• Proficient in Excel (pivot tables, formulas, data manipulation).
• Experience tracking and reporting KPIs and performance metrics.

Responsibilities

• Support leadership with forecasting quality and performance oversight by auditing outputs and validating assumptions.
• Own end-to-end multichannel forecasting including model development and performance tracking.
• Translate forecasts into capacity plans considering shrinkage and operational constraints.
• Monitor and report on forecasting performance through KPI tracking and deliverables.
• Escalate risks and drive corrective actions as needed.
• Provide data-driven insights to leadership for decision making.
• Develop and refine forecasting models using statistical methods and inputs to improve accuracy.
• Drive continuous improvement of forecasting methodologies and tools.
• Develop, maintain, and enhance SOPs for forecasting and planning processes.
• Own shrinkage assumptions development to improve workforce planning accuracy.
• Create and analyze ad hoc forecasting scenarios and translate impacts into actionable plans.

Skills

Forecasting

Workforce management

Capacity planning

Data analytics

Education

High School Diploma or GED

Tools

Excel

SQL

Tableau/Power BI

Job description

Healthfirst in New York seeks a Workforce Enablement Senior Forecast Planning Analyst to lead forecasting quality, capacity planning, and performance oversight across a multichannel contact center including BPO partners. The role audits outputs, validates assumptions, and aligns forecasts with business objectives.

You will translate demand into staffing strategies and deliver strategic insights to leadership.