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…