Job Description

The Workforce Enablement Forecast Planning Analyst is responsible for executing, forecasting and capacity planning activities across a multichannel contact center environment, including internal operations and Business Process Outsourcing (BPO) partners. This analyst develops, maintains, and manages forecasts and staffing plans to support service level goals and operational performance while
partnering with leadership on the day-to-day execution of forecasting processes, including data preparation, model updates, capacity planning, and performance tracking. The analyst ensures forecasts are accurate, timely, and aligned with business inputs while maintaining consistency with established methodologies and standard operating procedures. The incumbent plays a critical role in supporting operational readiness by translating demand into actionable staffing plans, monitoring forecast performance, and identifying risks or variances for escalation.

Key Responsibilities:

• Develop, maintain, and manage multichannel forecasts (e.g., calls, chat, digital, outreach) using established models and tools (e.g., Verint)
• Translate forecasts into capacity plans, including staffing requirements and shrinkage assumptions
• Prepare and validate data inputs used in forecasting and capacity planning to ensure accuracy and completeness
• Maintain and update forecasting models based on historical trends, seasonality, and business inputs
• Track and analyze forecast performance (actuals vs. forecast), identify variances, and escalate risks or discrepancies
• Support ongoing capacity planning by adjusting forecasts and staffing plans based on volume changes, operational shifts, and business needs
• Partner with operations and cross-functional teams to gather inputs and validate assumptions impacting forecasts and plans
• Produce and distribute regular reporting on forecasts, staffing plans, and key performance indicators (KPIs)
• Support ad hoc forecasting and scenario analysis (e.g., outreach campaigns, volume fluctuations, BPO changes)
• Follow and maintain standard operating procedures (SOPs) to ensure consistency and accuracy in forecasting and planning processes
• Maintain visibility into assigned deliverables, timelines, and workload to ensure timely completion of tasks
• Escalate data issues, risks, or performance gaps to Leadership and support resolution efforts
• Identify opportunities for process improvements and support enhancements to forecasting tools, models, and workflows
• Perform other duties as assigned

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 forecasting or planning processes in a contact center or operations environment
• Working knowledge of core forecasting concepts including trend analysis, seasonality, and variance analysis
• Experience working with data, including validation, analysis, and interpretation
• Proficiency in Excel (e.g., pivot tables, formulas, data manipulation)
• Familiarity with workforce management concepts such as shrinkage, staffing models, and service level planning
• Working experience tracking and reporting on performance metrics and KPIs

Preferred Qualifications:

• Proven experience with multichannel contact center environments and/or BPO/vendor operations
• Experience using workforce management or forecasting tools (e.g., Verint cloud or similar platforms)
• Strong proficiency in data analysis tools (e.g., SQL, Tableau, Power BI)
• Ability to manage multiple priorities and meet deadlines in a fast-paced environment
• Experience working with or maintaining standard operating procedures (SOPs)
• Strong communication skills with the ability to translate data, identify trends, and discover key insights

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. HF Management Services, LLC complies with all applicable laws and regulations. Applicants and employees are considered for positions and are evaluated without regard to race, color, creed, religion, sex, national origin, sexual orientation, pregnancy, age, disability, genetic information, domestic violence victim status, gender and/or gender identity or expression, military status, veteran status, citizenship or immigration status, height and weight, familial status, marital status, or unemployment status, as well as any other legally protected basis. HF Management Services, LLCshallnotdiscriminateagainstanydisabledemployeeorapplicantinregard to any position for which the employee or applicant is otherwise qualified.

If you have a disability under the Americans with Disability Act or a similar law and want a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to careers@Healthfirst.org or calling 212-519-1798 . In your email please include a description of the accommodation you are requesting and a description of the position for which you are applying. Only reasonable accommodation requests related to applying for a position within HF Management Services, LLC will be reviewed at the e-mail address and phone number supplied. Thank you for considering a career with HF Management Services, LLC.

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All hiring and recruitment at Healthfirst is transacted with a valid “@healthfirst.org” email address only or from a recruitment firm representing our Company. Any recruitment firm representing Healthfirst will readily provide you with the name and contact information of the recruiting professional representing the opportunity you are inquiring about. If you receive a communication from a sender whose domain is not @healthfirst.org, or not one of our recruitment partners, please be aware that those communications are not coming from or authorized by Healthfirst. Healthfirst will never ask you for money during the recruitment or onboarding process.

Hiring Range*:

• Greater New York City Area (NY, NJ, CT residents): $58,900 - $80,070

• All Other Locations (within approved locations): $51,000 - $75,905

As a candidate for this position, your salary and related elements of compensation will be contingent upon your work experience, education, licenses and certifications, and any other factors Healthfirst deems pertinent to the hiring decision.

In addition to your salary, Healthfirst offers employees a full range of benefits such as, medical, dental and vision coverage, incentive and recognition programs, life insurance, and 401k contributions (all benefits are subject to eligibility requirements). Healthfirst believes in providing a competitive compensation and benefits package wherever its employees work and live.

*The hiring range is defined as the lowest and highest salaries that Healthfirst in “good faith” would pay to a new hire, or for a job promotion, or transfer into this role.