Forecasting Analyst

Job Title: Forecasting Analyst III Duration: 12 Month Contract Pay Range: $40-$44/hr Location: Irwindale CA 91702 Job duties may include: Create detailed design documentation for the development of computer systems in accordance to business needs; Devising, configuring, operating, and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business, department, team, or functional goals Education/Experience: Bachelor Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience. Possesses three to five years of experience. This role is responsible for building workforce plans that support our day to day operations. It includes forecasting, staffing plans, schedule development, and performance analysis, with close partnership across Operations, Systems, and our vendors to keep service on track. This person is expected to understand what’s happening on the floor, explain why it’s happening, and recommend clear actions to address it. Hands-on WFM experience in a contact center (forecasting + scheduling + performance analysis) Strong understanding of key call center drivers and metrics: o Forecast inputs (volume, AHT, shrinkage), service level/ASA, abandon rate, occupancy, adherence, backlog Proven ability to turn data into operational recommendations, not just reports Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery) Experience producing staffing plans and explaining tradeoffs (service vs cost) Comfortable working with ambiguity and changing priorities (weather/events/outages/system issues) Strong communication skills, able to clearly explain performance drivers and provide direct, easy to understand updates Strong stakeholder partnership collaborating well with Operations and vendors High attention to detail and follow-through (schedule accuracy, assumptions, documentation) Desired Skills/Attributes: Experience with WFM platforms such as: o Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc. Experience with multi-site and/or vendor/BPO operations (and managing different shrinkage patterns) Experience supporting multi-skill routing and queue/skill strategy Knowledge of intraday management practices and real-time levers (OT, VTO, reassignments, skill changes) Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages, billing cycles, weather) SQL, Power BI/Tableau, or data modeling skills Experience building standard work, playbooks, governance routines, and reporting automation Exposure to labor rules / union environment (if relevant), timekeeping systems, and policy constraints Experience coaching/mentoring and driving adoption of WFM best practices Education Requirement: Degree preferred; minimum 4–6 years of direct contact center WFM experience may substitute Minimum Years of Experience: Five or more years of experience performing resource management and/or business planning.