Forecasting & Reporting Analyst

About the role

The Forecasting & Reporting Analyst is responsible for delivering accurate reports and forward‑looking forecasts that support data‑driven decisions across the business. This role combines analytical modeling, dashboard development, and lightweight data engineering to automate reporting and provide actionable insights.

Key responsibilities

• Create daily, weekly and monthly forecasts for multiple sites and work groups, adjust schedules accordingly, and publish them.
• Develop, maintain and automate dashboards and scheduled reports tracking demand, capacity and schedule performance.
• Update, consolidate and publish forecast, staffing requirements and projected performance for the Global Service Center.
• Provide analysis, insights and recommendations for volume‑impacting activities such as announcements, launches or acquisitions.
• Collaborate with the Workforce Management team and stakeholders to discuss factors affecting projections and performance.

Required profile

• 5+ years of experience in Workforce Management, specifically forecasting and scheduling.
• Strong attention to detail, highly organized and self‑motivated.
• Experience creating reports and dashboards to support insights.
• Excellent analytical, problem‑solving and critical‑thinking abilities.

Required skills

• Advanced SQL
• Power BI
• Microsoft Excel (advanced)
• Forecasting and scheduling applications such as Genesys Cloud, IEX, Aspect, Verint
• SAS programming