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Forecasting Analyst

Forecasting Analyst

Career Guideline

2 - 7 years

3 - 7 Lacs

Bengaluru

Posted:1 week ago| Platform:

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Skills Required

Power Bi Scheduling Workforce Planning Forecasting Excel BPO Contact Center Operations KPI Rostering Shrinkage Tableau Demand Forecasting SQL Capacity Planning Real Time Analysis Analysts Operations WFM International Voice Process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title:

Job Summary:

Forecasting Analyst

Key Responsibilities:

Analyze historical call, chat, and email volumes to build accurate long-term and short-term forecasts
Collaborate with WFM, operations, and business leaders to align capacity planning with business goals
Create and maintain forecasting models using Excel, WFM tools, and BI platforms
Track variances between actual and forecasted volumes and identify root causes
Provide hiring recommendations based on FTE forecasts and shrinkage trends
Prepare weekly, monthly, and quarterly forecasting reports for internal stakeholders
Support budgeting, scheduling, and staffing decisions with actionable insights

Required Skills:

2+ years of experience in forecasting within a BPO or contact center environment
Proficiency in WFM tools (e.g., NICE IEX, Verint, Aspect, Genesys)
Advanced Excel skills (pivot tables, statistical functions, data modeling)
Experience with data visualization tools (Tableau, Power BI preferred)
Solid understanding of KPIs like SLA, AHT, Occupancy, and Utilization
Strong analytical, problem-solving, and presentation skills
Ability to work cross-functionally and manage multiple priorities

Good to Have:

Knowledge of SQL or scripting for data extraction and manipulation
Experience in multichannel (voice, email, chat) forecasting
Exposure to global delivery models and 24x7 operational environments
Familiarity with statistical forecasting methods (e.g., time series, regression)

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