Forecasting Analyst III

• Pay Rate: $44.45 $49.90/hour
• Work Location:
  6000 Irwindale Ave
  Irwindale, CA 91702
• Engagement Type: New Position
• Work Schedule: MondayFriday, 8:00 AM 5:00 PM
• SONGS Worker: No

This role is responsible for building and maintaining workforce plans that support daytoday contact center operations. Key responsibilities include forecasting, staffing plans, schedule development, and performance analysis. The individual will partner closely with Operations, Systems, and external vendors to ensure service levels are consistently met.

The ideal candidate understands what is happening operationally on the floor, can clearly explain why performance trends occur, and is able to recommend practical, datadriven actions to address them.

• Develop workforce plans to support daily operations.
• Perform forecasting, staffing, and schedule modeling.
• Conduct performance analysis and identify root causes impacting service.
• Partner closely with Operations, Systems teams, and vendors to maintain service delivery.
• Translate operational data into clear insights and actionable recommendations.
• Monitor real-world operational conditions and adjust plans as needed.

• Handson Workforce Management (WFM) experience in a contact center environment, including:
  • Forecasting
  • Scheduling
  • Performance analysis
• Strong understanding of key call center drivers and metrics, including:
  • Forecast inputs (call volume, AHT, shrinkage)
  • Service level / ASA
  • Abandon rate
  • Occupancy
  • Adherence
  • Backlog
• Proven ability to translate data into operational recommendationsnot just reports.
• Advanced Excel skills, including:
  • Pivot tables
  • Lookups
  • Nested formulas
  • PowerQuery
• Experience producing staffing plans and clearly explaining tradeoffs between service levels and cost.
• Comfortable working in environments with ambiguity and changing priorities (e.g., weather, outages, events, system issues).
• Strong communication skills with the ability to explain performance drivers clearly and concisely.
• Strong stakeholder partnership skills; able to collaborate effectively with Operations and vendors.
• High attention to detail and strong followthrough, including schedule accuracy, documentation, and assumptions.

• Experience using WFM platforms such as:
  • Aspect / Alvaria
  • Genesys WFM
  • NICE / IEX
  • Verint
  • Calabrio
• Experience supporting multisite and/or vendor/BPO operations, including different shrinkage patterns.
• Experience with multiskill routing and queue/skill strategy.
• Knowledge of intraday management practices and realtime levers (OT, VTO, reassignments, skill changes).
• Familiarity with capacity planning for seasonal peaks and eventdriven volatility (e.g., outages, billing cycles, weather).
• SQL, Power BI, Tableau, or data modeling experience.
• Experience building standard work, playbooks, governance routines, and reporting automation.
• Exposure to labor rules or union environments (if applicable), timekeeping systems, and policy constraints.
• Experience coaching or mentoring and driving adoption of WFM best practices.

• Education: Degree preferred; 46 years of direct contact center WFM experience may be accepted in lieu of a degree.
• Experience: Minimum of 5 years of experience in resource management and/or business planning.