Forecasting Analyst

Role: Forecasting Analyst Iii

Location: Irwindale, CA

Job Type: Contract

Our client is seeking an experienced Forecasting Analyst III to support workforce planning and performance management for a high‑volume contact center environment. This role requires deep hands‑on WFM expertise and the ability to turn data into clear, actionable operational recommendations while balancing service levels and cost.

Key Responsibilities

• Own short‑ and long‑term forecasting, scheduling, and performance analysis for a contact center environment
• Develop accurate forecasts using key inputs such as call volume, AHT, and shrinkage
• Produce staffing plans and clearly explain tradeoffs between service level, cost, and agent experience
• Monitor and analyze contact center KPIs including service level/ASA, abandon rate, occupancy, adherence, and backlog
• Provide proactive, data‑driven recommendations to Operations—not just reports
• Partner closely with Operations leaders and vendors to align capacity plans and performance goals
• Navigate ambiguity and rapidly changing priorities driven by weather, outages, system issues, or special events
• Deliver clear, concise updates that explain performance drivers and recommended actions
• Maintain strong attention to detail around forecasting assumptions, schedule accuracy, and documentation

Required Qualifications

• 5 years of hands‑on contact center workforce management experience (forecasting, scheduling, analytics)
• Strong understanding of call center drivers and performance metrics
• Advanced Excel skills, including pivot tables, lookups, nested formulas, and PowerQuery
• Proven ability to translate complex data into simple, operationally meaningful insights
• Strong communication and stakeholder management skills
• Ability to work effectively in a fast‑paced, changing environment

Education

• Bachelor’s degree preferred
• Equivalent experience (4–6 years of direct contact center WFM experience) will be considered in lieu of a degree