Senior Forecasting & Planning Analyst - Workforce Management
Moder Solutions Inc. Cebu Full-time
The Senior Forecasting & Planning Analyst is responsible for developing statistically driven contact volume forecasts and translating them into actionable workforce and capacity plans in a contact center environment. The role focuses on analyzing historical patterns, business drivers, and performance trends using advanced statistical techniques such as time series forecasting, regression analysis, and correlation modeling, while also owning end-to-end staff planning outcomes.
The role leverages forecasting tools and programming environments such as R-Studio, Python, and Workforce Management platforms to develop, maintain, and operationalize accurate forecasting models. The tool platforms, assumptions, and configurations are aligned with those utilized by the Client Partner team, ensuring consistency in model usage and underlying forecasting assumptions.The output of this role directly supports workforce planning, capacity planning, and staffing strategies to achieve service level and operational targets.
The role works closely with Client Partner teams to ensure forecast accuracy, global alignment of staffing requirements, transparency of assumptions, and delivery of overall business performance objectives.
Key Responsibilities- Develop and maintain short-, medium-, and long-term contact volume forecasts using statistical and analytical methods.
- Translate forecast output into detailed staffing and capacity plans to support service level achievement.
- Apply forecasting techniques including time series analysis, regression modeling, and correlation analysis to improve forecast accuracy.
- Build, validate, and refine statistical forecasting models using tools such as R-Studio and Python, or client-specified platforms.
- Analyze historical trends, seasonality, and business drivers to enhance forecasting precision.
- Monitor forecast and staffing plan accuracy, identifying deviations between projected and actual outcomes.
- Provide insights into variance drivers and recommend improvements to both forecasting models and staffing plans.
- Support end-to-end workforce decision-making by ensuring alignment between demand forecasts and supply (staffing) plans.
Qualifications:
- Bachelor’s Degree in Statistics, Mathematics, Data Science, or related field (or equivalent experience).
- 4–7 years of experience in Forecasting, Workforce Analytics, or Contact Center Analytics.
- Strong experience in statistical forecasting techniques including Time series forecasting; Regression analysis and Correlation Analysis.
- Hands-on experience with analytical tools such as R-Studio and Python.
- Experience working with Workforce Management forecasting tools such as NICE IEX, Verint or similar platforms.
- Strong understanding of contact center metrics including volume trends, service levels, shrinkage, occupancy, and productivity drivers.
- Experience in staff planning / capacity planning, including headcount modeling and demand-supply alignment.
- Strong analytical and problem-solving skills with ability to interpret complex datasets.
- Proficiency in reporting and data visualization tools such as Excel and Power BI, with ability to build statistical and planning models in Excel where required.
- Strong communication skills with ability to present analytical findings to Stakeholders and Client Partners.
- Ability to work in a fast-paced, data-driven environment with high attention to detail.
Moder Solutions Inc.Cebu City
Job Overview:
The Team Leader, Workforce Management, is responsible for overseeing and coordinating Workforce Management activities, including Scheduling, Real-Time Management, to ensure Service Levels, Staffing Alignment, and Operational...
Moder Solutions Inc.Cebu City
Job Overview:
The Scheduler, Workforce Management, is responsible for developing, maintaining, and optimizing contact center agent schedules to ensure alignment with forecasted demand, service level targets, and operational requirements.
The role...
Moder Solutions Inc.Cebu City
Job Summary:
The Real Time Analyst, Workforce Management, is responsible for monitoring and managing Contact Center performance in real time to ensure Service Levels, Staffing Alignment, and Operational Objectives are consistently achieved...