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forecasting scheduling staffing nice verint📋 Description
- Forecast contact volumes across channels (phone, chat, email, SMS) using historical trends.
- Develop short-, mid-, and long-term staffing models.
- Translate forecasts into staffing levels based on AHT, shrinkage, service levels, and occupancy.
- Identify under/over-staffing risks and recommend mitigations.
- Build and maintain agent schedules aligned to forecasted demand.
- Monitor real-time performance and make intraday adjustments (OT, VTO, rebalancing).
🎯 Requirements
- 2–5 years of Workforce Management or analytics experience in a call center.
- Strong understanding of call center metrics (SLA, ASA, AHT, occupancy, shrinkage, adherence).
- Advanced Excel skills (pivot tables, formulas, modeling).
- Experience forecasting and scheduling for multi-skill, multi-channel environments.
- Familiarity with WFM tools (NICE, Verint, Calabrio, Playvox, Assembled, or similar).
- Must be able to work EST hours.
🎁 Benefits
- Discretionary annual bonus eligibility: up to 10%
- Medical, Dental, Vision, and 401K with company match
- Dependent Care, FSA & HSA accounts
- Paid Parental & Bonding Leave
- PTO & office closure on major holidays
- Monthly wellness & internet reimbursements
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