Sr. Forecasting Manager (Remote) (Finance)

We are looking for a Senior Forecasting Analyst with 7-10 years of experience in workforce management and call center forecasting. The ideal candidate will possess advanced knowledge of call volume forecasting tools, methods, and strategies to ensure the right staffing levels to meet service goals. As a key member of our team, you will work closely with operations, staffing, and leadership teams to develop and refine forecasting models, and help guide our decision-making processes for resource planning and service delivery.

• Lead the development, implementation, and refinement of accurate call volume forecasting models for multiple call center operations.
• Utilize advanced call center forecasting tools and software (e.g., NICE, Verint, IEX, etc.) to predict call volume patterns, agent requirements, and service level targets.
• Collaborate with the operations team to understand historical trends, seasonal variations, marketing campaigns, and other influencing factors to improve forecast accuracy.
• Analyze historical performance data and identify emerging patterns or anomalies that could impact future resource planning and staffing needs.
• Ensure the optimal balance between forecasted demand and available workforce, adjusting forecasts as needed based on operational changes or new data insights.
• Prepare and present detailed forecasting reports and actionable insights to senior leadership, helping them make informed decisions regarding staffing, scheduling, and operational adjustments.
• Mentor and train junior analysts, providing guidance on forecasting methodologies, tools, and best practices.
• Continuously evaluate and improve forecasting methodologies, incorporating industry best practices and emerging technologies to drive accuracy and efficiency.
• Collaborate with cross-functional teams (e.g., workforce management, operations, IT, and HR) to align workforce strategies with business goals and customer service targets.
• Maintain a deep understanding of call center operations and workforce management principles, staying current on industry trends and developments.

The typical schedule for this position is from 8 a.m. to 5 p.m. CT, with up to 15% travel nationwide.