Workforce Planner

About the Role

We are looking for a Bilingual Forecasting Specialist (English/Spanish) with proven experience in Workforce Management (WFM) and advanced forecasting methodologies within the BPO industry. This role requires strong analytical expertise, client-facing skills, and the ability to provide accurate and consultative forecasts that align with business needs.

Key Responsibilities

• Develop and maintain accurate forecasts of call, chat, and email volumes for assigned accounts.
• Build forecasting models that incorporate historical trends, seasonality, and upcoming business initiatives.
• Partner with clients to understand demand drivers and provide data-driven recommendations.
• Deliver reliable forecast inputs to support capacity planning and scheduling teams.
• Utilize WFM platforms (IEX, Verint, or similar) and statistical tools (Excel, Power BI, etc.) to generate forecasts.
• Present methodologies, assumptions, and...