Capacity Planning & Forecasting Analyst

📋 Description

• Build and maintain forecasting models to predict demand using stats
• Analyze historical data to identify trends and run scenario analyses
• Create capacity plans across short-, medium-, and long-term horizons to align staffing
• Monitor service levels, productivity, and resource utilization; recommend adjustments
• Partner with operations, HR, and other teams to align workforce plans
• Prepare reports and present forecasting results to leadership

🎯 Requirements

• You have a bachelor's degree or equivalent in business, analytics, statistics, or related field
• You have 5+ years of experience in workforce management or contact center forecasting
• You have 3+ years of experience in data analysis and project-based work
• You have experience using workforce management tools such as Assembled, Aspect, Calabrio, or NICE
• You are comfortable with forecasting, scheduling concepts, and performance reporting
• You have experience optimizing staffing in contact center environments
• You have experience using AI tools to support forecasting, analysis, or planning work

🎁 Benefits

• Challenging, high-impact work to grow your career
• Performance-based compensation with bonuses, equity, and 401(k) matching
• Best-in-class benefits including 100% paid health insurance for employees
• Lifestyle wallet — flexible benefits spending
• Employer-paid life and disability insurance, fertility and mental health benefits
• Time off to recharge including holidays, PTO, and parental leave