Workforce Management Analyst – Forecasting & Capacity Planning

Public Partnerships | PPL

WFM Forecasting & Capacity Planning Analyst ensuring contact center service levels through accurate forecasts and staffing models. Collaborating with multiple teams for service delivery and budgeting.

Posted 5/1/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $67,500 - $86,600 per yearWebsite

Tech Stack

Tools & technologies

Erlang

About the role

Key responsibilities & impact

The WFM Forecasting & Capacity Planning Analyst ensures contact center service levels by delivering accurate volume forecasts and staffing models across multiple channels and planning horizons.
This role translates demand into capacity and headcount requirements while accounting for seasonality, new initiatives, and complex operational constraints.
Partnering closely with Operations, Scheduling, Real‑Time, and Finance teams, the analyst supports service delivery and headcount budgeting through data‑driven insights.
Develop and own short-, medium- and long-term volume forecasts using historical data, seasonality, and business specific trends for inbound, outbound, email, and chat contact types.
Analyze both forecast accuracy and staff planning performance, identify drivers of variance, and prepare recommendations on corrective actions to keep staffing in line with demand.
Build scenario models for new initiatives (campaigns, product launches, policy changes, system migrations) to forecast demand impact and staffing implications; produce data-driven recommendations (hire, defer, cross-train, overtime).
Develop and own capacity models that convert forecasts into staffing requirements using AHT, SLA targets, shrinkage, occupancy, multi-skill routing, and cross-training constraints.
Create and manage the annual capacity budget (FTE/Headcount) grounded in forecasted demand and productivity assumptions, partner with Finance on budget vs. actual deviations.
Track and model Shrinkage, Attrition, and Adherence by line of business; produce hiring and backfill plans with scenario analysis (e.g. ramp timing, training impact, production impact).
Convert forecasts to intra-day volume, AHT, and requirements to hand off to our Real-time and Scheduling partners.
Partner with Operations, Scheduling, and Real-time teams to ensure service level delivery.

Requirements

What you’ll need

5+ years’ Workforce Management experience with 3+ being in Forecasting or Capacity Planning preferred.
Strong proficiency in Excel is required.
Functional knowledge of Erlang C and Regression Analysis.
2+ years of experience with WFM tools (NICE, Aspect, etc) and ACD tools are required.
Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail.
Ability to confidently present data and analysis to multiple stakeholders and answer questions, propose solutions, and explain impacts.
Strong understanding of a contact center’s metrics and targets.
Strong knowledge of Erlang-C and Regression based forecasting.
Ability to translate data into clear, actionable insights.
Excellent attention to detail and ability to manage time effectively in a fast-paced environment.
Bachelor's degree in an equivalent discipline. Substantial professional experience in a related field may be considered in lieu of formal degree.

Benefits

Comp & perks

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

forecastingcapacity planningErlang Cregression analysisdata analysisscenario modelingstaffing modelsAHTSLA targetsshrinkage

Soft Skills

attention to detailtime managementprioritizationpresentation skillsstakeholder communicationanalytical thinkingproblem-solvingmulti-taskingdata translationcollaboration