Workforce Management Forecasting Analyst

Teleperformance

. Forecast interval, daily, weekly, and monthly contact volumes, handle times, staffing requirements, and other production metrics .

Posted 10/22/2026full-timeWarren • Michigan • United StatesJuniorMid-Level💰 $24 - $35 per hourWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in forecasting and reporting within a contact center environment, utilizing tools such as SQL and Power BI to analyze data and improve accuracy. Capable of developing financial forecasts and collaborating with stakeholders to enhance operational efficiency.

Highest-signal resume keywords

Workforce Management ForecastingReporting ExperienceSQL ProficiencyPower BI KnowledgeContact Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Forecasting TechniquesVariance AnalysisData AnalysisFinancial ForecastingBudget Development

Soft Skills

CollaborationPresentation SkillsAnalytical Thinking

Tools & Technologies

MS ExcelNICE IEX

Industry Keywords

Contact Center MetricsProduction MetricsForecast ModelsPerformance ManagementOperational Assumptions

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Forecast interval, daily, weekly, and monthly contact volumes, handle times, staffing requirements, and other production metrics
Report actual versus forecasted volumes
Create, modify, and maintain forecast models
Analyze Contact Center impacts from changes in operating assumptions
Collaborate with internal customers and data suppliers to improve forecast accuracy
Partner with supplier performance management and business performance management on service and efficiency initiatives
Perform analyses, formulate conclusions, and present findings to management
Research forecasting techniques, industry practices, tools, and process improvements
Develop short-term and long-term financial forecasts and budgets
Generate solutions for financial savings and hold business partners accountable for results
Perform variance analysis on forecast performance
Develop and maintain reporting tools for forecasting trends
Oversee Contact Center data, volume, and handle-time information
Perform heavy reporting duties for the Contact Center line of business
Assist with reporting and innovative data analysis

Requirements

What you’ll need

Bachelor's or associate's degree highly preferred but not required; relevant experience accepted
2+ years of workforce management forecasting and reporting experience
Accounting forecasting experience is not accepted
Preferred knowledge of SQL, Power BI, MS Excel, and NICE IEX
Experience with reporting, forecasting, analytics, and workforce strategies
Previous contact center experience preferred
Candidates must be able to accommodate a hybrid schedule
Must be able to work 60% in office at the Warren, Michigan location and 40% from home

Benefits

Comp & perks

Paid Training
Competitive Wages
Full Benefits (Medical, Dental, Vision, 401k and more)
Paid Time Off
Employee wellness and engagement programs
Workplace culture focused on inclusion, diversity, happiness, and work-life balance