Senior WFM & Forecasting Analyst (Hybrid)

Figure; Reno (NV); Hybrid; USD 52,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Company 401(k)

HSA/FSA programs

Paid holidays & PTO

Paid family leave

Education reimbursement

Job summary

Figure in Reno, NV is seeking a senior WFM analyst to lead forecasting and capacity planning for our contact center, leveraging NICE WFM and advanced Excel to improve accuracy and efficiency.

You will partner with cross-functional teams, monitor staffing against SLAs, and document SOPs while driving data-driven decision making. Bonus eligibility is included and relocation is not specified.

Qualifications

• 5+ years of experience in WFM in a contact center environment.
• Strong knowledge of NICE WFM and telephony systems (ACD/IVR).
• Advanced Excel/Sheets skills and data analysis ability.

Responsibilities

• Lead data gathering and analysis for forecasting purposes in the contact center.
• Identify deviations from staffing levels and service targets.
• Assess forecasting variances and align with business objectives.
• Provide insights to drive operational efficiency and better service delivery.
• Document SOPs and best practices for scheduling and capacity planning.

Skills

Forecasting

Capacity planning

NICE WFM

Excel/Sheets

Cross-functional collaboration

Tools

NICE WFM

IVR systems

Job description

Figure in Reno, NV is seeking a senior WFM analyst to lead forecasting and capacity planning for our contact center, leveraging NICE WFM and advanced Excel to improve accuracy and efficiency.

You will partner with cross-functional teams, monitor staffing against SLAs, and document SOPs while driving data-driven decision making. Bonus eligibility is included and relocation is not specified.