Call Center Volume & Capacity Forecasting Expert (Excel Specialist)

About the Role:

We are seeking an experienced Call Center Volume & Capacity Forecasting Expert with deep expertise in Erlang C Excel-based forecasting models. The ideal candidate will be responsible for developing forecasting templates, analyzing call volume trends, and training others on forecasting methodologies. This role is crucial in ensuring accurate staffing and resource planning for our Workforce Management (WFM) initiatives.

Key Responsibilities:
• Develop Excel-based forecasting templates that accurately project call center volume and capacity needs.
• Analyze historical data trends to improve forecasting accuracy.
• Create scalable forecasting models that accommodate multiple variables such as seasonality, service level goals, and business growth.
• Provide training and documentation on the forecasting process for internal teams is a PLUS
• Offer insights and recommendations to optimize staffing and resource allocation based on forecasting outputs.
• Work collaboratively with WFM teams, operations, and leadership to align forecasting methods with business goals.
• Ensure forecasting templates are user-friendly, automated where possible, and adaptable for different business use cases.

Required Qualifications:
• 5+ years of experience in Call Center Workforce Management (WFM), Forecasting, or Capacity Planning.
• Advanced Excel skills, including but not limited to: Pivot Tables, Macros, Power Query, Solver, and Data Analysis tools.
• Strong understanding of forecasting methodologies, such as time series analysis, regression modeling, and seasonality adjustments.
• Experience working with large datasets and multiple data sources to generate accurate predictions.
• Ability to translate complex forecasting models into actionable business recommendations.
• Strong communication and training skills—must be able to teach others how to use and understand forecasting models.
• Experience with WFM tools such as Verint, NICE, Aspect, Five9, or other forecasting software is a plus.
• Understanding of call center KPIs such as Service Level, AHT, Occupancy, Shrinkage, and Erlang calculations.

Preferred Qualifications:
• Experience in multi-channel contact centers (voice, chat, email, social).
• Knowledge of machine learning or AI-based forecasting techniques is a plus.
• Background in consulting, training, or process optimization.

What We Offer:
• Flexible work arrangements (remote).
• Opportunity to lead and train in a growing and innovative WFM environment.
• The chance to impact real business outcomes with accurate forecasting and workforce planning.
• Collaboration with industry leaders in WFM strategy and consulting