Job Description
Employment Type: Full-Time Employment
Work Set-Up: Onsite onboarding for 2–4 weeks, followed by a transition to a work-from-home setup.
Work Schedule: Night Shift (Following U.S Time Zone)
The Forecast Analyst is responsible for producing high-quality demand forecasts across multiple contact center workstreams to support capacity planning, budget planning, and shift scheduling for in-house teams and external partners. This role uses statistical methods and data analysis to predict future contact volumes (calls, chats, emails, and digital outreach), handle times, and staffing requirements, enabling data-driven decisions that optimize operational efficiency and service level achievement.
Key Responsibilities
Forecast Development & Maintenance
+ Create, maintain, and manage daily, weekly, and monthly forecasts for multiple sites/work groups, including contact volumes, handle times, staff requirements, and other production metrics
Work Set-Up: Onsite onboarding for 2–4 weeks, followed by a transition to a work-from-home setup.
Work Schedule: Night Shift (Following U.S Time Zone)
The Forecast Analyst is responsible for producing high-quality demand forecasts across multiple contact center workstreams to support capacity planning, budget planning, and shift scheduling for in-house teams and external partners. This role uses statistical methods and data analysis to predict future contact volumes (calls, chats, emails, and digital outreach), handle times, and staffing requirements, enabling data-driven decisions that optimize operational efficiency and service level achievement.
Key Responsibilities
Forecast Development & Maintenance
+ Create, maintain, and manage daily, weekly, and monthly forecasts for multiple sites/work groups, including contact volumes, handle times, staff requirements, and other production metrics