Forecast Analyst, Workforce Planning

3 hours, 17 minutes ago
Full-time
Mid Level
Data Science and Analytics
Medical Guardian

Medical Guardian

Medical Guardian is a leading provider of medical alert systems and monitoring devices, offering security and independence to individuals at home and on the go. With a focus on personalized care and exceptional customer service, Medical Guardian empowe...

Health Care Providers & Services
51-250
Founded 2006

Description

  • Analyze historical call volume and staffing trends to produce 30/60/90-day and 6/9/12-month forecasts.
  • Incorporate seasonal trends, holidays, marketing campaigns, product launches, and other business events into forecasting models.
  • Model capacity requirements and support headcount recommendations for hiring.
  • Partner with Scheduling to translate forecasts into daily and interval-level schedules.
  • Monitor actual versus forecast variance and report on forecast accuracy.
  • Maintain and improve forecasting models using statistical tools or system-based automation.
  • Track atypical volume drivers such as special projects, seasonality deviations, and system disruptions to assess business impact.
  • Provide data-driven insights to support performance analysis, project planning, and staffing strategy.
  • Develop what-if scenario models to evaluate the impact of volume shifts, AHT changes, shrinkage fluctuations, and hiring delays.

Requirements

  • Must be legally authorized to work in the United States without employer sponsorship now or in the future.
  • 3+ years of experience in forecasting, data analytics, or workforce planning.
  • 2+ years of experience using forecasting or reporting tools such as Verint, R, Tableau, or Power BI.
  • Strong proficiency in Excel, including pivot tables, Power Query, INDEX-MATCH, XLOOKUP, data validation, and dynamic charts.
  • Strong analytical and pattern recognition skills.
  • Experience with call center metrics and drivers such as AHT, shrinkage, volume, and occupancy.
  • Experience creating and maintaining custom models, including AHT, cost per contact, and shrinkage models.
  • Knowledge of Five9 Call Center Software is a plus.

Benefits

  • Health Care Plan including Medical, Dental, and Vision coverage.
  • Paid Time Off for vacation, sick time, and holidays.
  • Company-paid short-term disability and life insurance.
  • Retirement plan (401k) with company match.

Interested in this position?

Apply directly on the company website

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