Note: The job is a remote job and is open to candidates in USA. Healthfirst is a company focused on providing healthcare services, and they are seeking a Senior Forecast Planning Analyst to lead forecasting quality and capacity planning. The role involves ensuring the accuracy of forecasts, monitoring performance, and providing data-driven insights to support decision-making and continuous improvement in workforce management processes.
Responsibilities
- Support leadership with eforecasting quality and performance oversight by auditing outputs, validating assumptions, and ensuring alignment with accuracy targets and business objectives
- Own end-to-end multichannel forecasting (e.g., calls, chat, digital, outreach) including model development, maintenance, and performance tracking
- Translate forecasts into capacity plans, incorporating shrinkage, staffing requirements, and operational constraints across internal teams and BPO partners
- Monitor and report on team and forecasting performance through KPI tracking, deliverables, and workflow progress
- Assist with operational accountability by maintaining visibility into workload, timelines, and completion status; escalate risks and drive corrective actions as needed
- Act as a strategic partner to leadership by providing clear reporting, surfacing risks, and recommending data-driven actions
- Develop and refine forecasting models using statistical methods and business inputs via Verint to improve accuracy and reduce bias
- Drive continuous improvement by identifying inefficiencies, enhancing forecasting methodologies, and supporting implementation of tools and best practices
- Develop, maintain, and enhance standard operating procedures (SOPs) to ensure consistency and scalability across forecasting and planning processes
- Own the development and optimization of shrinkage assumptions, leveraging data analysis and business insights to improve workforce planning accuracy
- Create and analyze ad hoc forecasting scenarios (e.g., member outreach campaigns, operational changes, BPO shifts), translating impacts into actionable planning recommendations
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 or owning forecasting processes in a contact center or operations environment
- Working experience using core forecasting concepts including trend analysis, seasonality, and variance analysis
- Experience working with large datasets and performing data validation, analysis, and interpretation
- Work experience using Excel (e.g., pivot tables, formulas, data manipulation)
- Experience tracking and reporting on performance metrics and KPIs
- Proven experience developing, maintaining, and improving forecasting and capacity planning models
- Experience with multichannel contact center environments and/or BPO/vendor forecasting and planning
- Strong proficiency in data analysis tools (e.g., Excel, SQL, and/or BI tools such as Tableau, Power BI)
- Ability to manage multiple priorities, meet deadlines, and maintain attention to detail in a fast-paced environment
- Experience developing documentation and SOPs to support scalable processes
- Strong communication skills with the ability to translate data into actionable insights for business stakeholders and meet deadlines in a fast-paced environment
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