Member Experience Forecasting Analyst - Remote

Overview

The Member Experience (MX) Forecasting Analyst demonstrates expertise in demand forecasting, headcount planning, and resource allocation across a 24/7 support network.

In Short

• Create forecasts for all support channels (phone, email, chat, messaging, social) across all lines of business and markets.
• Assist with short-term and long-term capacity planning efforts by translating forecasted volumes into actionable staffing requirements.
• Conduct what-if analysis and provide insight to Senior Leadership on impacts to staffing and budget.
• Analyze large datasets, identify patterns and trends, and communicate key insights to stakeholders.
• Prepare clear, concise, and actionable executive-level reports and presentations.
• Other duties/assignments as directed.

Requirements

• 8+ years of experience in workforce management, volume forecasting, and headcount planning.
• 2+ years of experience forecasting support needs driven by B2B sales lifecycle.
• Proficient in SQL.
• Expertise in WFM software and tools such as CCForecast, Assembled, Calabrio, NICE, or Verint.
• Strong analytical and problem-solving skills.
• Experience presenting complex data to executive leadership.
• Excellent communication and interpersonal skills.
• Proficiency in contact center and BI technologies (Zendesk, Salesforce, Sprinklr, Excel, Tableau, Power BI, Snowflake).
• Ability to work well under pressure in a fast-paced environment.
• Ability to work independently and manage multiple priorities.

Benefits

• Competitive salary and equity packages.
• Health, dental, vision insurance, and mental health resources.
• An Oura Ring of your own plus employee discounts for friends & family.
• 20 days of paid time off plus 13 paid holidays plus 8 days of flexible wellness time off.
• Paid sick leave and parental leave.