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 internal teams and BPO partners
Monitor and report on team and forecasting performance through KPI tracking, deliverables, and workflow progress
Assist with operational accountability by maintaining visibility into workload, timelines, and completion status; elevate risks and drive corrective actions as needed
Act as a strategic partner to leadership by providing clear reporting, surfacing risks, and recommending data-driven actions
Develop and refine forecasting models using statistical methods and business inputs via Verint to improve accuracy and reduce bias
Drive continuous improvement by identifying inefficiencies, enhancing forecasting methodologies, and supporting implementation of tools and best practices
Develop, maintain, and enhance standard operating procedures (SOPs) to ensure consistency and scalability across forecasting and planning processes
Own the development and optimization of shrinkage assumptions, leveraging data analysis and business insights to improve workforce planning accuracy
Create and analyze ad hoc forecasting scenarios (e.g., member outreach campaigns, operational changes, BPO shifts), translating impacts into actionable planning recommendations
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 or owning forecasting processes in a contact center or operations environment
Working experience using core forecasting concepts including trend analysis, seasonality, and variance analysis
Experience working with large datasets and performing data validation, analysis, and interpretation
Work experience using Excel (e.g., pivot tables, formulas, data manipulation)
Experience tracking and reporting on performance metrics and KPIs
Preferred Qualifications:
Proven experience developing, maintaining, and improving forecasting and capacity planning models
Experience with multichannel contact center environments and/or BPO/vendor forecasting and planning
Strong proficiency in data analysis tools (e.g., Excel, SQL, and/or BI tools such as Tableau, Power BI)
Ability to manage multiple priorities, meet deadlines, and maintain attention to detail in a fast-paced environment
Experience developing documentation and SOPs to support scalable processes
Strong communication skills with the ability to translate data into actionable insights for business stakeholders and meet deadlines in a fast-paced environment
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, LLC shall not discriminate against any disabled employee or applicant in regard to any position for which the employee or applicant is otherwise qualified.
Hiring Range
Greater New York City Area (NY, NJ, CT residents): $68,900 - $99,620
All Other Locations (within approved locations): $61,300 - $91,120
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.
