Senior WFM Forecasting & Capacity Lead

Socket.dev; Reno (NV); Hybrid; USD 64,000 - 83,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Employer-paid premiums

401(k) and commuter benefits

Paid family leave

Education reimbursement

Job summary

Figure is seeking a dedicated WFM professional to lead forecasting and capacity planning for our contact center. You will analyze historical data, trends, and seasonality to forecast staffing and service levels, ensuring alignment with SLAs and business goals.

You will act as a subject matter expert in forecasting techniques, collaborate cross-functionally, and document SOPs for scheduling and capacity planning. Hybrid work arrangement is available with commutable distance to the office.

Qualifications

• 5+ years of experience in WFM forecasting and capacity planning in a contact center.
• Proficient with NICE workforce management software and telephony systems.
• Advanced Excel or Google Sheets for data analysis.
• Strong ability to work independently and in teams.

Responsibilities

• Lead the gathering and analysis of data for forecasting purposes, including historical performance data, volume trends, and seasonality patterns.
• Identify and address any deviations from planned staffing levels and service targets.
• Assess forecasting variances and align with business objectives and support strategic decision-making.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.
• Act as a SME in advanced forecasting techniques, models, and tools, ensuring forecast accuracy and reliability.
• Conduct regular capacity planning to ensure staffing levels meet business demands and SLAs.
• Document SOPs, guidelines, and best practices related to scheduling, forecasting, and capacity planning.
• Identify opportunities for process improvement within the WFM department and assist in implementing solutions to enhance efficiency and effectiveness.
• Address volume discrepancies and trends, call arrival pattern deviations, and proactive forecasting practices to ensure successful operations.
• Provide insights and recommendations based on data analysis to drive operational efficiency and improve service delivery.

Skills

WFM forecasting

Capacity planning

Excel/Sheets

Cross-functional collaboration

Security awareness

Tools

NICE

IVR systems

Job description

Figure is seeking a dedicated WFM professional to lead forecasting and capacity planning for our contact center. You will analyze historical data, trends, and seasonality to forecast staffing and service levels, ensuring alignment with SLAs and business goals.

You will act as a subject matter expert in forecasting techniques, collaborate cross-functionally, and document SOPs for scheduling and capacity planning. Hybrid work arrangement is available with commutable distance to the office.