Forecast Analyst II

JobSummary:

The Strategic Forecaster & Capacity Planner is responsible for developing accurate forecasts, analyzing trends, and creating capacity plans that ensure staffing aligns with expected call volume and service goals. This role provides data-driven insights and recommendations to Operations leadership and executive stakeholders to support staffing decisions, budgeting, and performance management. By translating historical trends and business drivers into actionable workforce plans, this position helps the organization achieve service level targets, control labor costs, and deliver consistent customer experience.

Key Responsibilities:

• Develop, maintain, and update short- and long-term call volume forecasts on a daily cadence, ensuring forecast accuracy remains within ±5% and proactively adjusting projections as new data becomes available.
• Analyze historical data, real-time trends, and business drivers to identify patterns, risks, and opportunities, translating findings into actionable staffing and capacity recommendations.
• Create and maintain capacity plans that balance staffing levels, shrinkage, and operational requirements to meet service level targets while controlling labor costs.
• Continuously measure forecast accuracy, identify root causes of variance, and implement corrective strategies to improve forecast reliability and operational stability.
• Prepare and contribute forecast and performance reporting, including forecast vs. actual comparisons, variance analysis, and trend summaries for internal leadership and client reporting.
• Provide forecast-driven insights for client performance discussions, ensuring data is accurate, clearly explained, and aligned with operational context.
• Partner with Analysts, Schedulers, and Operations leaders to align forecasts with schedules and intraday decisions, driving timely adjustments that prevent service level erosion or overstaffing.
• Lead scenario modeling for business initiatives, seasonal spikes, or promotional events, providing leadership and clients with clear staffing and cost implications before changes are implemented.
• Drive forecasting process improvements and automation initiatives to increase efficiency, reduce manual effort, and improve data reliability.

• Other duties as assigned.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Preferred Skills:

• Strong analytical and problem-solving skills
• Comfortable with Microsoft Excel and Power BI; knowledge of WFM tools preferred
• Excellent communication skills for explaining trends and recommendations
• Ability to work in a fast-paced, dynamic environment
• Attention to detail and business judgment

Key Qualifications:

• High school diploma or equivalent required; bachelor's degree preferred
• 2–4 years of workforce management, analytics, or related experience
• Previous forecasting or capacity planning experience preferred

North End Teleservices is an equal opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender,genderidentity,sexualorientation, disability,veteran status,age, maritalstatus,citizenship status,oranyother status protected by law.