Workforce Scheduling Forecasting Analyst Jobs (NOW HIRING)

Description

Job Description: Workforce Management Scheduling Forecasting EventPlanner(SFE)

Position Summary

The Workforce Management Analyst (Hybrid - ShortTerm Forecasting & Scheduling) plays a critical role in ensuring operational readiness by developing accurate shortterm forecasts, maintaining schedule integrity, and proactively optimizing staffing to meet servicelevel commitments. This role partners closely with Operations, RealTime Management, and other WFM functions to create agile, datadriven staffing plans that support both customer experience and colleague engagement.

This position requires strong analytical acuity, excellent communication skills, and the ability to work in a dynamic, fastpaced environment where business needs shift rapidly.

Key Responsibilities

ShortTerm Forecasting (Daily-Weekly)

• Analyze recent interval-level call, chat, and digital channel trends to produce accurate shortterm (1-6 week) forecasts.
• Update forecasts based on emerging patterns (volume spikes, AHT variances, staffing changes, outages, seasonality, etc.).
• Partner with Operations and RealTime teams to align intraday assumptions and discuss forecast risks or recommended adjustments.
• Conduct postinterval and postday variance analysis to continuously refine forecast accuracy.

Schedule Creation & Maintenance

• Build and maintain schedules that align staffing supply with shortterm demand across channels, skill sets, and business lines.
• Adjust schedules proactively during weekly planning cycles-moving breaks, lunches, meetings, and offline activities-to optimize coverage.
• Implement sameday or nextday schedule updates when necessary, while ensuring appropriate notice to colleagues.
• Maintain compliance with labor policies, schedule constraints, and accommodation requirements.

Workforce Optimization

• Identify upcoming risk periods (high volume, low staffing, training impacts, shrinkage spikes) and recommend mitigation strategies.
• Collaborate with RealTime Analysts to ensure planned schedules and intraday actions are aligned.
• Support rollout and adoption of WFM system enhancements, forecasting models, schedule automation, and optimization features.
• Provide recommendations on staffing deployments that improve service levels, occupancy balance, and interval performance.

Reporting & Communication

• Deliver clear weekly staffing outlooks, identifying gaps, risks, and action plans for leadership.
• Communicate schedule changes and staffing adjustments to leaders with clarity and appropriate context.
• Prepare short-term capacity updates (daily/weekly), including forecast accuracy, shrinkage expectations, staffing coverage, and servicelevel impact.

Qualifications

Required

• 1-3 years of Workforce Management experience (forecasting, scheduling, or realtime operations).
• Strong analytical and numerical skills with the ability to interpret patterns and data trends.
• Experience with WFM tools (Verint, NICE, Genesys, or equivalent).
• Proficient in Excel or Google Sheets (pivot tables, lookups, intermediate formulas).
• Strong communication and relationshipbuilding skills.
• Ability to prioritize and pivot quickly in a dynamic environment.

Preferred

• Experience in a multiskill, multisite, or omnichannel contact center.
• Understanding of queueing theory, servicelevel dynamics, and interval staffing concepts.
• Familiarity with change management in a contact center environment.
• Experience working with forecasting models or scheduleoptimization engines.

Core Competencies

• Analytical Thinking
• Problem Solving
• Attention to Detail
• Operational Agility
• Communication & Collaboration
• Proactive Risk Identification
• Time Management

Working Conditions

• Fastpaced environment with occasionally fluctuating business priorities.
• May require limited schedule flexibility based on operational need.

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.