Senior WFM Forecasting & Capacity Planner (Hybrid)

Figure Lending

Charlotte (NC)

On-site

USD 64,000 - 83,000

Full time

14 days+

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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.