Senior Forecast Planning Analyst

The Workforce Enablement Senior Forecast Planning Analyst is responsible for leading forecasting quality, capacity planning, and performance oversight across a multichannel contact center environment, including internal operations and Business Process Outsourcing (BPO) partners. This role ensures the accuracy, consistency, and strategic alignment of forecasts by auditing outputs, validating assumptions, and driving adherence to performance targets and business objectives Th analyst owns end-to-end forecasting and capacity planning for key business segments, translating demand forecasts into actionable staffing strategies. The analyst monitors forecasting performance, optimizes models and methodologies, and provides visibility into risks, opportunities, and operational impacts. Acting as a strategic partner to leadership, the incumbent delivers data-driven insights, supports decision-making, and drives continuous improvement across forecasting, planning, and workforce management processes Duties and 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 Minimum Qualifications: 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…