Workforce Management Forecasting Analyst
Workforce Management Forecasting Analyst
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Salary Not Disclosed
1 Vacancy
Job Description
Our Opportunity:
Here at Chewy we are hiring a Forecasting Analyst to support our Workforce Management Pharmacy call center team! You will develop and maintain short-term forecasts across all operational channels including inbound calls chats and back-office queues (charge). This role is essential to aligning staffing with workload demand enabling informed scheduling real-time support and performance planning. The ideal candidate brings strong analytical skills is comfortable working with complex data and can articulate actionable insights to WFM and operational leaders.
What Youll Do:
- Create daily and weekly forecasts for volume handle time and task durations across multiple queues and channels (contact center and back office)
- Analyze historical trends business inputs (e.g. promotions launches) and macro patterns (e.g. seasonality) to refine forecast accuracy
- Collaborate with WFM Scheduler and Real-Time Analysts to ensure workforce alignment with forecasted demand
- Generate forecast accuracy reports and variance explanations identifying root causes and continuous improvement opportunities
- Build and maintain dashboards in Tableau that visualize forecast performance and key planning metrics
- Partner with operations to gather intelligence on business changes that could affect volume or workload mix
- Conduct scenario planning and what-if modeling to inform shift bids coverage strategies and performance tradeoffs
- Participate in cross-functional capacity planning meetings and provide workforce impact assessments
- Maintain documentation forecasting models and update logs to ensure transparency and repeatability
What Youll Need:
- 24 years of experience in forecasting workforce analytics capacity planning or data analytics
- Strong proficiency in Excel (sophisticated formulas time series modeling scenario analysis)
- Experience using Oracle NICE Genesys and Tableau for data sourcing reporting and visualization
- Ability to synthesize large datasets into clear business-relevant narratives
- Proven understanding of contact center metrics (SL AHT) and back-office metrics (TPH backlog idle time)
Preferred Qualifications
- Background in supporting healthcare pharmacy or multi-channel operations
- Experience using SQL R or Python for sophisticated analytics or data manipulation
- Familiarity with long-term capacity planning principles and headcount modeling
#LI-Onsite
Required Experience:
IC
Employment Type
Full Time
