Sr. Analyst, WFM Forecasting

About the role

We are seeking an experienced Workforce Management (WFM) professional with strong expertise in forecasting, capacity planning, scheduling, and advanced administration knowledge of Calabrio ONE. The ideal candidate should have hands-on experience in contact centre workforce planning, Calabrio configuration, reporting, and system administration activities while supporting operational efficiency and service level achievement.

What you'll do

• Forecasting, Planning & Calabrio Expertise
• Utilize advanced forecasting capabilities within Calabrio to prepare short-term, mid-term, and long-term contact volume forecasts
• Analyze historical trends, seasonality, shrinkage patterns, and business drivers using Calabrio forecasting tools to ensure forecast accuracy
• Perform capacity planning, workload analysis, and FTE calculations within Calabrio based on operational and business requirements
• Create and maintain staffing models in Calabrio aligned with service level, occupancy, productivity, and utilization targets

What you need

• 7–8 years in operations
• Forecasting
• Reporting
• Problem solving
• Any graduate

Good to have

• Excel
• Power Query
• SQL
• Power BI
• Tableau