Data Analyst

Lead workforce forecasting and capacity planning for a dynamic multi-skill, multi-channel contact center environment

Own enterprise contact center demand forecasts, staffing models, and capacity plans

Support the development and continuous improvement of long-term and short-term forecasts

Design and maintain capacity models informing workforce strategy, hiring plans, and budget planning

Translate complex data into clear, actionable insights and executive reporting

Partner with Operations, HR, and Finance to align workforce plans with business objectives

Ensure forecasting and planning processes are transparent, repeatable, and data-driven

Maintain feedback loops with scheduling, real-time, and reporting teams

Serve as a thought leader on workforce strategy and bring innovation and best practices to the function

Anticipate future business and workforce needs and recommend proactive solutions

Support change management efforts by helping leaders navigate organizational and business changes

Influence stakeholders across varying perspectives to build alignment, drive decision-making, and achieve desired business outcomes

Requirements 10+ years of workforce management experience with emphasis on forecasting and capacity planning in a contact center environment

Expertise in forecasting, capacity planning, staffing strategy, shrinkage management, occupancy, and service-level performance

Experience supporting multi-skill, multi-channel contact center operations

Proven success leading teams and/or large workforce planning initiatives

Expertise with workforce management platforms and analytical tools such as NICE IEX, Excel, Power BI, or similar solutions

Strong business acumen and stakeholder influence skills

Bachelor’s degree or equivalent experience

Deep understanding of forecasting, staffing, scheduling, shrinkage, occupancy, and workforce planning best practices

Strong understanding of contact center operations and associated KPIs

Ability to develop and execute long-range workforce strategies

Ability to translate complex information into clear, actionable recommendations

Experience working with the NICE suite of contact center programs (IEX, CXOne, Nexidia, ESP) preferred

Experience with omni-channel, back office, and digital channel forecasting and modeling preferred

Familiarity with CRM data from platforms such as Salesforce and MS Dynamics preferred

Core Competencies Demonstrates expertise in workforce forecasting and capacity planning within a contact center environment, leveraging analytical tools and platforms to drive data-driven decision-making and align workforce strategies with business objectives.

Highest-signal resume keywords Workforce Management Experience

Forecasting Expertise

Capacity Planning

Stakeholder Influence Skills

NICE IEX Proficiency

ATS Optimization Keywords Hard Skills Forecasting

Capacity Planning

Staffing Strategy

Shrinkage Management

Occupancy Management

Service-Level Performance

Workforce Planning Best Practices

Long-Range Workforce Strategies

Data Analysis

KPI Development

Soft Skills Leadership

Change Management

Communication

Collaboration

Influencing Skills

Industry Keywords Contact Center Operations

Multi-Skill

Multi-Channel

Omni-Channel Forecasting

Back Office Forecasting

Digital Channel Modeling

Tools & Technologies NICE IEX

Power BI

Excel

NICE CXOne

Nexidia

ESP

Salesforce

MS Dynamics

#J-18808-Ljbffr