Senior WFM Forecasting & Capacity Planner (Hybrid)

Figure Lending; Charlotte (NC); On-site; USD 64,000 - 83,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company equity in RSUs

HSA/FSA and commuter benefits

Paid time off and holidays

Job summary

Figure Lending in Charlotte, NC is seeking a Workforce Management Forecasting Analyst to lead data gathering and forecasting for staffing, volume trends, and seasonality in a contact center environment.

You will act as a SME in advanced forecasting techniques, ensure forecast accuracy, and conduct capacity planning to meet SLAs. Proficiency in Excel/Sheets and NICE WFM is essential; compensation includes base salary and RSUs.

Qualifications

• 5+ years of WFM forecasting and capacity planning in a contact center.
• Strong knowledge of NICE WFM software and telephony systems (ACD, IVR).
• Excel or Google Sheets proficiency and data organization.

Responsibilities

• Lead gathering and analysis of data for forecasting, including historical performance, volume trends, and seasonality.
• Identify and address deviations from planned staffing and service targets.
• Assess forecasting variances and align with business objectives to support decisions.
• Provide insights to drive operational efficiency and improve service delivery.
• Act as SME in advanced forecasting techniques, models, and tools to ensure forecast accuracy.
• Conduct regular capacity planning to meet business demands and SLAs.
• Document SOPs, guidelines, and best practices for scheduling, forecasting, and capacity planning.
• Identify opportunities for process improvements within the WFM department and implement solutions.
• Address volume discrepancies, call patterns, and proactive forecasting practices.

Skills

Forecasting & capacity planning

Cross-functional collaboration

Analytical thinking

Excel proficiency

Tools

NICE WFM

ACD/IVR knowledge

Excel or Google Sheets

Job description

Figure Lending in Charlotte, NC is seeking a Workforce Management Forecasting Analyst to lead data gathering and forecasting for staffing, volume trends, and seasonality in a contact center environment.

You will act as a SME in advanced forecasting techniques, ensure forecast accuracy, and conduct capacity planning to meet SLAs. Proficiency in Excel/Sheets and NICE WFM is essential; compensation includes base salary and RSUs.