Workforce Services Senior Analyst Demand Planning Forecasting & Analytics

Workforce Services Senior Analyst (Demand Planning) Forecasting & Analytics | 12 Yrs Exp | Excel, Predictive Analytics, WFM Tools

Role:

Overview:

Key Responsibilities:

• Generate and update mid-term and short-term 

  volume forecasts

  using historical data, trends, and business inputs.
• Develop, maintain, and improve 

  forecasting models

  for volume, workload, and shrinkage using predictive analytics.
• Analyze 

  daily, weekly, and monthly patterns

  to support staffing recommendations and capacity planning.
• Forecast mid to short-term 

  visit demand and job times

  for field workforce using commercial drivers and historical data.
• Forecast 

  contact demand and call handling times (AHT)

  for service centers.
• Collaborate with 

  Operations, Scheduling, HR, and Finance

  teams to gather insights such as seasonality, marketing impacts, or product launches.
• Create 

  scenario planning models

  to simulate potential business changes and impacts.
• Communicate 

  forecasts, insights, and trends

  through visual reports, dashboards, and presentations.
• Monitor 

  actual vs forecast performance

  , perform variance analysis, and refine forecasting models.
• Work closely with the 

  capacity planning team

  to adjust and align resource requirements.
• Develop 

  process documentation

  , SOPs, and process maps for responsible areas.

Skills & Qualifications:

• 12 years of experience in 

  Workforce Management Forecasting

  (preferably in BPO, Contact Center, or Service Ops).
• Strong proficiency in 

  Microsoft Excel

  (Pivot Tables, Formulas, Charts).
• Basic knowledge of 

  Data Analytics tools

  (Time Series, Predictive Analysis, Machine Learning, R, Python).
• Experience with 

  WFM tools

  like NICE IEX is an added advantage.
• Understanding of 

  forecasting methodologies

  such as regression, weighted average, and time series.
• Strong analytical and problem-solving skills with attention to detail and accuracy.
• Effective collaboration skills with 

  cross-functional teams

  .
• Ability to manage multiple priorities, deadlines, and work under pressure.
• Proficiency in 

  basic statistics and arithmetic concepts

  .
• Excellent 

  written and verbal communication skills

  to present data-driven insights clearly.

Soft Skills:

• High attention to detail and data accuracy.
• Strong ownership and accountability mindset.
• Data-driven and analytical problem-solving approach.
• Adaptability in a fast-paced, changing environment.
• Collaborative and positive attitude with stakeholders.

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