Forecast Planner

Own end-to-end forecasting and capacity planning for customer contact channels, producing accurate volume and AHT forecasts to support proactive staffing and service levels. Build long- and mid-term headcount strategies by translating business growth, operational changes, and workforce trends. Use scenario modeling and workforce analytics to identify risks and improve productivity, partnering with Operations, Finance, HR, Scheduling, and Analytics to align plans and continuously enhance forecasting methodologies.