[Remote] Forecast Planning Analyst

Note: The job is a remote job and is open to candidates in USA. Healthfirst is a healthcare organization seeking a Workforce Enablement Forecast Planning Analyst. This role is responsible for executing forecasting and capacity planning activities in a multichannel contact center environment, ensuring forecasts are accurate and aligned with business needs while supporting operational readiness.ResponsibilitiesDevelop, maintain, and manage multichannel forecasts (e.g., calls, chat, digital, outreach) using established models and tools (e.g., Verint)Translate forecasts into capacity plans, including staffing requirements and shrinkage assumptionsPrepare and validate data inputs used in forecasting and capacity planning to ensure accuracy and completenessMaintain and update forecasting models based on historical trends, seasonality, and business inputsTrack and analyze forecast performance (actuals vs. forecast), identify variances, and escalate risks or discrepanciesSupport ongoing capacity planning by adjusting forecasts and staffing plans based on volume changes, operational shifts, and business needsPartner with operations and cross-functional teams to gather inputs and validate assumptions impacting forecasts and plansProduce and distribute regular reporting on forecasts, staffing plans, and key performance indicators (KPIs)Support ad hoc forecasting and scenario analysis (e.g., outreach campaigns, volume fluctuations, BPO changes)Follow and maintain standard operating procedures (SOPs) to ensure consistency and accuracy in forecasting and planning processesMaintain visibility into assigned deliverables, timelines, and workload to ensure timely completion of tasksEscalate data issues, risks, or performance gaps to Leadership and support resolution effortsIdentify opportunities for process improvements and support enhancements to forecasting tools, models, and workflowsPerform other duties as assignedSkillsHigh School Diploma or GED from an accredited institutionWorking experience in forecasting, workforce management (WFM), capacity planning, or data analyticsWorking experience supporting forecasting or planning processes in a contact center or operations environmentWorking knowledge of core forecasting concepts including trend analysis, seasonality, and variance analysisExperience working with data, including validation, analysis, and interpretationProficiency in Excel (e.g., pivot tables, formulas, data manipulation)Familiarity with workforce management concepts such as shrinkage, staffing models, and service level planningWorking experience tracking and reporting on performance metrics and KPIsProven experience with multichannel contact center environments and/or BPO/vendor operationsExperience using workforce management or forecasting tools (e.g., Verint cloud or similar platforms)Strong proficiency in data analysis tools (e.g., SQL, Tableau, Power BI)Ability to manage multiple priorities and meet deadlines in a fast-paced environmentExperience working with or maintaining standard operating procedures (SOPs)Strong communication skills with the ability to translate data, identify trends, and discover key insightsBenefitsMedical, dental and vision coverageIncentive and recognition programsLife insurance401k contributions (all benefits are subject to eligibility requirements)Company OverviewHealthfirst is a health insurer providing medical, business, and health insurance services. It was founded in 1993, and is headquartered in New York, New York, USA, with a workforce of 1001-5000 employees. Its website is https://healthfirst.org.Company H1B SponsorshipHealthfirst has a track record of offering H1B sponsorships, with 2 in 2024, 3 in 2023, 7 in 2022, 8 in 2021, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.