Senior WFM Forecasting & Capacity Planner

Figure; Reno, Northern (NV, KY); Hybrid; USD 64,000 - 83,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Employer-paid premiums for dependents

Job summary

Figure is seeking a Workforce Management Forecasting Analyst to lead data gathering, forecasting, and capacity planning for our contact center operations. You will analyze historic performance, volume trends, and seasonality to drive staffing decisions and service levels.

The role requires senior expertise with NICE WFM software, strong Excel skills, and the ability to collaborate across teams to deliver accurate forecasts and actionable insights. Hybrid work options are available.

Qualifications

• 5+ years of WFM forecasting and capacity planning in a contact center.
• Strong knowledge of NICE WFM software and telephony systems.

Responsibilities

• Lead data gathering and analysis for forecasting including historical performance, volume trends, and seasonality.
• Identify deviations from planned staffing and service targets.
• Assess variances and align forecast with business objectives.

Skills

Forecasting

Capacity planning

WFM software

Excel/Sheets

Tools

NICE

Job description

Figure is seeking a Workforce Management Forecasting Analyst to lead data gathering, forecasting, and capacity planning for our contact center operations. You will analyze historic performance, volume trends, and seasonality to drive staffing decisions and service levels.

The role requires senior expertise with NICE WFM software, strong Excel skills, and the ability to collaborate across teams to deliver accurate forecasts and actionable insights. Hybrid work options are available.