Step into the role of a Workforce Management Forecaster where you'll transform data into actionable insights, optimizing contact center performance with strategic staffing plans.

Responsibilities

• Develop precise forecasts for call and digital contact volumes using historical data and business drivers.
• Collaborate with scheduling teams to translate forecasts into effective staffing plans.
• Analyze data to enhance forecast accuracy and address variances with corrective actions.
• Maintain workforce management tools to ensure optimal configuration and efficiency.
• Prepare insightful reports and dashboards to support business decisions.
• Actively partner with various departments to align forecasts with organizational goals.

Skills

• Proven experience in call center forecasting or workforce management.
• Hands-on expertise with workforce management tools, particularly NICE WFM or similar.
• Strong analytical capabilities with proficiency in Excel and experience in BI tools.
• Excellent communication skills for clear insights sharing with diverse stakeholders.

Preferred Skills

• Experience in multi-channel contact center environments.
• Knowledge of Erlang-based and alternative forecasting methodologies.
• Understanding of offshore and nearshore delivery models.
• Ability to manage ambiguity and adapt to shifting priorities with a collaborative mindset.

Horizontal is committed to fostering an inclusive and diverse work environment where diverse perspectives are valued and celebrated. We welcome applicants from all backgrounds to join our team and contribute to our shared success.