Note: The job is a remote job and is open to candidates in USA. Healthfirst is a healthcare organization seeking a Workforce Enablement Forecast Planning Analyst. This role is responsible for executing forecasting and capacity planning activities in a multichannel contact center environment, ensuring forecasts are accurate and aligned with business needs while supporting operational readiness.

Responsibilities

• Develop, maintain, and manage multichannel forecasts (e.g., calls, chat, digital, outreach) using established models and tools (e.g., Verint)
• Translate forecasts into capacity plans, including staffing requirements and shrinkage assumptions
• Prepare and validate data inputs used in forecasting and capacity planning to ensure accuracy and completeness
• Maintain and update forecasting models based on historical trends, seasonality, and business inputs
• Track and analyze forecast performance (actuals vs. forecast), identify variances, and escalate risks or discrepancies
• Support ongoing capacity planning by adjusting forecasts and staffing plans based on volume changes, operational shifts, and business needs
• Partner with operations and cross-functional teams to gather inputs and validate assumptions impacting forecasts and plans
• Produce and distribute regular reporting on forecasts, staffing plans, and key performance indicators (KPIs)
• Support ad hoc forecasting and scenario analysis (e.g., outreach campaigns, volume fluctuations, BPO changes)
• Follow and maintain standard operating procedures (SOPs) to ensure consistency and accuracy in forecasting and planning processes
• Maintain visibility into assigned deliverables, timelines, and workload to ensure timely completion of tasks
• Escalate data issues, risks, or performance gaps to Leadership and support resolution efforts
• Identify opportunities for process improvements and support enhancements to forecasting tools, models, and workflows
• Perform other duties as assigned

Skills

• High School Diploma or GED from an accredited institution
• Working experience in forecasting, workforce management (WFM), capacity planning, or data analytics
• Working experience supporting forecasting or planning processes in a contact center or operations environment
• Working knowledge of core forecasting concepts including trend analysis, seasonality, and variance analysis
• Experience working with data, including validation, analysis, and interpretation
• Proficiency in Excel (e.g., pivot tables, formulas, data manipulation)
• Familiarity with workforce management concepts such as shrinkage, staffing models, and service level planning
• Working experience tracking and reporting on performance metrics and KPIs
• Proven experience with multichannel contact center environments and/or BPO/vendor operations
• Experience using workforce management or forecasting tools (e.g., Verint cloud or similar platforms)
• Strong proficiency in data analysis tools (e.g., SQL, Tableau, Power BI)
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Experience working with or maintaining standard operating procedures (SOPs)
• Strong communication skills with the ability to translate data, identify trends, and discover key insights

Benefits

• Medical, dental and vision coverage
• Incentive and recognition programs
• Life insurance
• 401k contributions (all benefits are subject to eligibility requirements)

Company Overview

Company H1B Sponsorship