Associate degree in related field or equivalent experience required
Minimum of 2 years of workforce forecasting experience in a contact center environment
Familiarity with workforce management systems such as Verint, NICE, or similar platforms
Advanced Excel skills including pivot tables and complex formulas
Proficiency in data visualization tools like Tableau or Power BI
Strong statistical knowledge and problem-solving abilities.
Responsibilities
Build and refine statistical models for forecasting operational demand and performance.
Analyze historical trends and changes in legislation to enhance forecast accuracy.
Partner with operations to ensure forecast alignment and monitor performance metrics.
Track forecast accuracy, report errors, and develop dashboards for insights.
Prepare actionable reports that communicate forecast results and recommendations.
Benefits
Health / Dental / Vision insurance
401(k)
Employee Wellness Program
Comprehensive and ongoing training
Strong company culture with career growth opportunities
Full Job Description
Automated Health Systems, a dynamic healthcare management company, is seeking a Workforce - Senior Forecaster to support workforce planning and real-time operations within a high-volume contact center environment. This role is responsible for developing forecasts, monitoring performance metrics, and ensuring alignment between staffing plans and operational demand.
The Workforce - Senior Forecaster works closely with workforce management and operations leadership to optimize staffing levels, support service level performance, and provide data-driven insights to improve operational efficiency.
This position is remote.
Benefits
Health / Dental / Vision insurance
401(k)
Employee Wellness Program
Comprehensive and ongoing training
Strong company culture with career growth opportunities
Responsibilities
Build and refine statistical models to anticipate Medicaid and federal policy, service demand, and contact center performance.
Analyze historical trends, seasonality, utilization changes, trends and changing legislation to improve forecast accuracy.
Partner with contact center operations, clients, and workforce teams to align forecasts. Monitor forecast accuracy, track errors, and develop dashboards to report insights to management
Prepare clear, actionable reports to communicate forecast results, accuracy and prepare recommendations
Qualifications
Associate degree in related field or equivalent experience required
Minimum of 2 years of workforce forecasting experience in a contact center environment
Experience with workforce management systems such as Verint, NICE, or similar platforms
Advanced Excel and data analysis skills (pivot tables, complex formulas), and data visualization tools like Tableau or Power BI.
Strong statistical knowledge, modeling, problem-solving abilities, and the capacity to navigate ambiguity. Excellent communication to negotiate and explain complex data to non-technical stakeholders. Ability to work in a fast-paced environment and manage multiple priorities
