Workforce Planning and Forecasting Coordinator - Contact Center

Canon Information Technology Services, Inc.; Chesapeake (VA); Hybrid; USD 29,000 - 39,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company-paid holidays

Generous paid vacation and sick leave

401(k) with company match

Tuition reimbursement

Employee discounts

Job summary

Canon ITS is seeking a Workforce Planning and Forecasting Coordinator to support Contact Center operations through workforce planning, forecasting, and data analysis. You’ll help ensure staffing levels meet customer demand, maintain service-level goals, and support efficient day-to-day operations.

The ideal candidate is proactive, organized, dependable, and adaptable, with strong time-management skills and the ability to manage competing priorities in a fast-paced environment.

Qualifications

• Strong problem-solving, critical-thinking, and analytical skills.
• Excellent mathematical aptitude and attention to detail.
• Effective written and verbal communication, with ability to tailor messages.
• Proficiency with spreadsheets, including formulas and databases.
• Proficiency with workforce management and forecasting applications.
• Proficiency in Google Workspace (Gmail, Chat, Meet).

Responsibilities

• Develop weekly forecasts for contact volumes and handle times to support staffing.
• Forecast staffing requirements using historical data and trends.
• Analyze business trends and forecast variances to identify opportunities and risks.
• Prepare and deliver reports on trends and workforce impacts for planning.
• Communicate staffing requirements and forecast updates to lines of business.
• Create and maintain staffing schedules to meet service targets.
• Monitor real-time schedule adherence and adjust to optimize staffing.
• Analyze units-sold data and customer propensities to improve forecasts.
• Refine forecasting models to improve accuracy and reliability.
• Collaborate with lines of business to plan for training and shift bids.
• Track attendance to support staffing projections.
• Monitor performance standards for forecast accuracy and occupancy.
• Identify challenges and propose efficiency improvements.
• Perform other duties as assigned.

Skills

Problem-solving

Analytical skills

Mathematical aptitude

Written communication

Verbal communication

Spreadsheet proficiency

Google Workspace

Education

Associate degree or postsecondary technical education, or 2 years relevant experience

Tools

Forecasting software

Forecasting and workforce mgmt tools

Job description

Canon ITS is seeking a Workforce Planning and Forecasting Coordinator to support our Contact Center operations through workforce planning, forecasting, and data analysis. In this role, you’ll help ensure we have the right staffing levels to meet customer demand, maintain service-level goals, and support efficient day-to-day operations. You’ll analyze contact volume and staffing trends, identify potential challenges, and recommend solutions that align workforce needs with business objectives. This Level IV position offers the opportunity to apply your analytical skills, judgment, and initiative while collaborating with supervisors and managers to optimize staffing and improve Contact Center performance.

The ideal candidate is proactive, organized, dependable, and adaptable, with strong time-management skills and the ability to manage competing priorities in a fast-paced environment.

Why Join Canon ITS?

We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including:

• Medical, dental, and vision insurance
• Company-paid holidays
• Generous paid vacation and sick leave
• 401(k) with company match
• Tuition reimbursement
• Employee discounts through the Canon Company Store
• Professional development opportunities
• And much more!

Work Arrangement

This position follows a hybrid work model. Employees are scheduled to work in the office two fixed days per week and may work remotely up to three fixed days per week. Employees also have the flexibility to work from the office during normal business hours on remote-designated days if preferred.

Compensation

The hourly pay range for this position is $20.54–$27.88, in accordance with applicable pay transparency laws.

Your Impact

As a Workforce Planning And Forecasting Coordinator, You'll

• Develop weekly forecasts for contact volumes, handle times, and off-phone activities to support effective workforce planning.
• Forecast contact volumes and staffing requirements using historical data, emerging trends, and business needs.
• Analyze business trends, forecast variances, and performance data across multiple forecast groups to identify opportunities, risks, and potential operational impacts.
• Prepare and deliver reporting on business trends and workforce impacts to support long-term strategic planning and decision-making.
• Communicate short-term staffing requirements, forecast updates, and anticipated workforce needs to the lines of business.
• Create, maintain, and evaluate staffing schedules to ensure optimal coverage, meet service-level targets, and identify when scheduling adjustments are needed.
• Monitor real-time schedule adherence and make appropriate adjustments to optimize staffing, productivity, and service levels.
• Analyze units-sold data and customer propensities to support accurate forecasting and workforce planning.
• Maintain and refine forecasting models to improve short-term forecasting accuracy and reliability.
• Partner with lines of business, supervisors, and employees to assess current and future staffing impacts, including planning for new product training and shift bids.
• Manage and record employee attendance to support accurate staffing projections and schedule adherence.
• Monitor and maintain established performance standards for forecast accuracy, off-phone activities, service levels, and occupancy.
• Identify workforce planning challenges, evaluate potential impacts, and recommend solutions to improve operational efficiency and effectiveness.
• Perform other duties as assigned.

About You: The Skills & Expertise You Bring

• Associate degree or postsecondary technical education; alternatively, two years of relevant experience.
• Strong problem-solving, critical-thinking, and analytical skills.
• Excellent mathematical aptitude and attention to detail.
• Effective written and verbal communication skills, with the ability to tailor messages to different audiences.
• Proficiency working with spreadsheets, including formulas and databases.
• Proficiency with workforce management and forecasting applications.
• Proficiency in Google Workspace, including Gmail, Google Chat, and Google Meet.

Company Overview

Canon Information Technology Services, Inc. - The environment at Canon ITS is energetic and diverse. Our team is comprised of a wide variety of people in positions that help our employees grow and develop their careers.

Statement of Policy on Equal Employment Opportunity

Canon Is Committed To Providing Equal Employment And Advancement Opportunities To All Qualified Persons Without Regard To Race, Sex, Marital Status, Sexual Orientation Or Affectional Preference, Color, Religion, National Origin, Age, Disability, Or Veteran Status, Unless a Bona Fide Occupational Qualification Exists. Our Commitment Is To Assure Full Opportunity For All Employees In Order That They May Achieve Their Highest Potential And To Assure Progressive Employment Practices That Conform To The Letter And Spirit Of Federal, State, And Local Laws Regarding Equal Employment Opportunities. Canon’s Policy Is To

Recruit, hire and promote for all job classifications without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Base decisions on employment so as to further the principle of equal employment opportunity.

Ensure that promotion decisions are made in accordance with the principles of equal employment opportunity by imposing only valid requirements for promotional opportunities.

Ensure that all other personnel actions (such as compensation benefits, transfers, layoffs, company sponsored training, education, tuition assistance, social and recreation programs) will be administered without regard to race, color, religion, sex, age, sexual orientation, disability or national origin.

Workplace Accommodation Request - HR Accessibility - Reasonable Accommodation

Canon I.T.S. is committed to the employment and advancement of qualified disabled veterans and other individuals with disabilities. If you feel you require a reasonable accommodation to apply for a position with Canon I.T.S., please call our Toll-free TDD Support Line for the Hearing Impaired Monday - Saturday (excluding holidays) at 1-866-251-3752, Eastern time from within the US. For all other reasonable accommodation requests, please call 757-579-7127. You will be asked to provide information on the open position you are applying for online and the details on the reasonable accommodation you are requesting.

Pay Transparency Policy Statement

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

Canon ITS is a tobacco-free work environment.

Notice to Recruiting Firms/Agencies

Canon ITS typically recruits candidates directly, rather than through a third party recruiting firm or agency. Canon ITS will pay a recruiting fee only when a candidate is submitted for consideration to our company through our applicant tracking system, by direct invitation of Canon ITS, and if Canon ITS has a contract with the recruiter.

Canon is proud to be an equal opportunity employer. Minority/Female/Individuals with Disabilities/Protected Veterans. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status. To read more about employment discrimination protections under federal law, click here

Workstyle Description

Hybrid - This position offers a hybrid work schedule requiring you to be in the office Tuesdays and Thursdays and an option to work from home the remainder of the week (unless a specific business need arises requiring in-office attendance on other days). Note that work schedules and office reporting requirements may change from time to time based on business needs.