Job Description:
• Develop and implement daily, monthly, and long-range forecasts for internal and external partners
• Monitor forecast performance, identify variance drivers, and implement process improvements to improve forecast accuracy and planning effectiveness
• Serve as forecasting expert and primary interface with business unit leadership and key stakeholders
• Assess operational impacts and lead projects analyzing risks and costs to protect the business and drive revenue capture
• Research and evaluate workforce-management technologies, tools, and best practices
• Interpret data and trends to deliver actionable insights
• Drive output ownership, inspection, and root-cause analysis
• Lead, coach, and develop forecasting analysts
• Foster accountability, continuous improvement, and analytical excellence
Requirements:
• 5+ years of Workforce Management experience in a contact center environment
• 3–5+ years of forecasting and predictive modeling experience
• Experience supporting omni-channel operations, including inbound, outbound, and back-office workloads
• Strong analytical, statistical modeling, and critical-thinking skills
• Experience presenting recommendations and insights to senior leaders
• NiCE IEX or comparable WFM platform experience preferred
• Advanced Excel proficiency, including Power Query, PivotTables, statistical analysis, and complex forecasting model development
• Experience validating and optimizing machine-learning and statistical forecasting models
• Experience with Power BI, SQL, Python, R, or similar analytical tools
• Experience supporting internal and outsourced/BPO operations
• Experience translating forecasts into staffing requirements, capacity plans, and financial impacts
• Bachelor's Degree required or equivalent experience
Benefits:
• Medical coverage
• Dental coverage
• Vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources supporting physical, emotional, and financial well-being, based on eligibility
• CVS Health bonus, commission or short-term incentive program