Senior WFM Forecasting & Capacity Analyst

Figure; Dallas (TX); Hybride; USD 52 000 - 65 000; Plein temps

Résumé du poste

Figure Technology Solutions, Inc. is seeking a seasoned Workforce Management professional to lead forecasting and capacity planning for a busy contact center. This hybrid role can be based in Charlotte, Reno, or Irving.

You will analyze historical data, forecast volume trends, and ensure staffing aligns with SLAs using NICE WFM and ACD/IVR systems. Strong Excel/Sheets skills and cross-functional collaboration are required.

Qualifications

• 5+ years of experience in WFM forecasting and capacity planning in a contact center.
• Strong knowledge of NICE WFM software and telephony systems (ACD/IVR).
• Excellent Excel or Google Sheets skills for organizing and analyzing data.
• Able to work independently, build cross-functional relationships, and stay focused.

Responsabilités

• Lead data gathering and analysis for forecasting historical performance, volume trends, and seasonality.
• Identify deviations from planned staffing levels and service targets.
• Assess forecasting variances and align with business objectives and SLAs.
• Provide insights to improve operational efficiency and service delivery.
• Act as SME in advanced forecasting techniques and tools to ensure forecast accuracy.
• Conduct regular capacity planning to ensure staffing meets demand and SLAs.

Connaissances

Forecasting & capacity planning

Data analysis

Cross-functional collaboration

Outils

NICE

ACD/IVR systems

Excel

Google Sheets

Description du poste

Figure Technology Solutions, Inc. is seeking a seasoned Workforce Management professional to lead forecasting and capacity planning for a busy contact center. This hybrid role can be based in Charlotte, Reno, or Irving.

You will analyze historical data, forecast volume trends, and ensure staffing aligns with SLAs using NICE WFM and ACD/IVR systems. Strong Excel/Sheets skills and cross-functional collaboration are required.