WFM Forecasting & Capacity Lead

figure; Reno (NV); Hybrid; USD 64,000 - 83,000; Full time

Benefits offered by this job

Comprehensive health coverage

401(k) and commuter benefits

HSA/FSA options

Paid holidays and PTO

Paid family leave

Education reimbursement

Job summary

Figure is seeking a seasoned Workforce Management (WFM) professional to lead forecasting and capacity planning in a US-based hybrid role. You will analyze historical data, trend volume, and seasonality, while addressing staffing deviations to meet SLAs and business goals.

Strong NICE and telephony exposure, plus excellent Excel skills, are required to deliver actionable insights. Join a team focused on operational efficiency, data-driven decisions, and cross-functional collaboration across the

Qualifications

• 5+ years of WFM experience in a contact center.
• Strong knowledge of NICE and telephony systems.
• Proficient with Excel or Google Sheets for data analysis.
• Ability to work independently and build cross-functional rapport.

Responsibilities

• Lead data gathering and analysis for forecasting, including trends.
• Identify deviations from staffing and service targets.
• Assess variances and align with business objectives.
• Provide insights to drive operational efficiency.
• Act as SME in forecasting models and tools.
• Conduct regular capacity planning to meet SLAs.

Skills

WFM forecasting

NICE

Excel/Sheets

Stakeholder comms

Tools

ACD systems

IVR systems

Job description

Figure is seeking a seasoned Workforce Management (WFM) professional to lead forecasting and capacity planning in a US-based hybrid role. You will analyze historical data, trend volume, and seasonality, while addressing staffing deviations to meet SLAs and business goals.

Strong NICE and telephony exposure, plus excellent Excel skills, are required to deliver actionable insights. Join a team focused on operational efficiency, data-driven decisions, and cross-functional collaboration across the