Workforce Management Forecasting Analyst

About Us:

We are a high-performing cellular phone retailer that thrives on smart innovation and strong execution. Our mission is to bring customers into our stores and help them upgrade to the latest and greatest product and services. We work closely with the brands we sell to deliver exceptional product offerings, promotions, and campaigns that drive in-store traffic and boost sales.

About the Role

Accurately predict contact center workload and staffing needs to ensure service levels are met while optimizing resource allocation.

Key Responsibilities

·      Analyze historical call volume, AHT, and agent availability data.

·      Use forecasting models (e.g., time series, regression, ML) to project demand.

·      Adjust forecasts for external factors like holidays, promotions, or weather.

·      Collaborate with stakeholders to align forecasts with business goals.

·      Calculate staffing requirements and support scheduling efforts.

·      Monitor real-time performance and adjust forecasts as needed.

·      Evaluate forecast accuracy and implement improvements.

·      Prepare daily and periodic reports on forecast vs. actual performance.

Qualifications

·      Experience with forecasting tools and statistical modeling.

·      Strong data analysis and Excel/BI reporting skills.

·      Ability to synthesize business context into actionable forecasts.

Preferred Skills

5 years WFM/forecasting experience

Why Join Us?

·      Paid training and career development opportunities.

·      Comprehensive health, dental, and vision insurance.

·      401k retirement plan.

·      Tuition reimbursement.

·      Employee discounts on Verizon services.

·      Career pathing opportunities.

 EQUAL OPPORTUNITY EMPLOYER

We're proud to be an equal opportunity employer - and celebrate our employees' differences, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Different makes us better.