Workforce Services Senior Analyst Demand Planning Forecasting & Analytics

4 - 9 years

0 Lacs

Posted:3 weeks ago| Platform: Shine logo

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Job Type

Full Time

Job Description

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.

Call 9342431048, 9972020050,9972020040 9342431049

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