Workforce Planning and Forecasting Coordinator – Contact Center

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. Develop weekly forecasts for contact volumes, handle times, and off-phone activities .

Posted 10/26/2026full-timeChesapeake • Virginia • United StatesJuniorMid-Level💰 $21 - $28 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce forecasting, staffing analysis, and performance monitoring, utilizing strong analytical skills and proficiency in workforce management applications. Capable of effective communication and collaboration with various stakeholders to optimize staffing and service levels.

Highest-signal resume keywords

Workforce Management ApplicationsForecasting ModelsData AnalysisStaffing SchedulesGoogle Workspace

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ForecastingData AnalysisMathematical AptitudeStaffing AnalysisSchedule Adherence MonitoringPerformance Standards MonitoringAttendance ManagementTrend AnalysisForecast Variance AnalysisOperational Improvement Recommendations

Soft Skills

Problem-SolvingCritical ThinkingAttention to DetailEffective Communication

Tools & Technologies

SpreadsheetsDatabasesGoogle GmailGoogle ChatGoogle Meet

Industry Keywords

Contact Volume ForecastingService-Level TargetsWorkforce PlanningBusiness Trends AnalysisEmployee Attendance Management

About the role

Key responsibilities & impact

Develop weekly forecasts for contact volumes, handle times, and off-phone activities
Forecast contact volumes and staffing requirements using historical data, emerging trends, and business needs
Analyze business trends, forecast variances, and performance data across multiple forecast groups
Prepare and deliver reporting on business trends and workforce impacts
Communicate short-term staffing requirements, forecast updates, and anticipated workforce needs
Create, maintain, and evaluate staffing schedules to ensure optimal coverage and service-level targets
Monitor real-time schedule adherence and adjust staffing, productivity, and service levels
Analyze units-sold data and customer propensities
Maintain and refine forecasting models
Partner with lines of business, supervisors, and employees on staffing impacts, new product training, and shift bids
Manage and record employee attendance
Monitor performance standards for forecast accuracy, off-phone activities, service levels, and occupancy
Identify workforce planning challenges and recommend operational improvements
Perform other duties as assigned

Requirements

What you’ll need

Associate degree or postsecondary technical education; alternatively, two years of relevant experience
Strong problem-solving, critical-thinking, and analytical skills
Excellent mathematical aptitude and attention to detail
Effective written and verbal communication skills, with the ability to tailor messages to different audiences
Proficiency working with spreadsheets, including formulas and databases
Proficiency with workforce management and forecasting applications
Proficiency in Google Workspace, including Gmail, Google Chat, and Google Meet

Benefits

Comp & perks

Medical, dental, and vision insurance
Company-paid holidays
Generous paid vacation and sick leave
401(k) with company match
Tuition reimbursement
Employee discounts through the Canon Company Store
Professional development opportunities
Hybrid work schedule with option to work from home on designated days