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About the Role

The WFM Forecasting & Capacity Planning Analyst ensures contact center service levels by delivering accurate volume forecasts and staffing models across multiple channels and planning horizons. This role translates demand into capacity and headcount requirements while accounting for seasonality, new initiatives, and complex operational constraints. Partnering closely with Operations, Scheduling, Real‑Time, and Finance teams, the analyst supports service delivery and headcount budgeting through data‑driven insights.

Responsibilities

Develop and own short-, medium- and long-term volume forecasts using historical data, seasonality, and business specific trends for inbound, outbound, email, and chat contact types.
Analyze forecast accuracy and staff planning performance, identify drivers of variance, and prepare recommendations on corrective actions.
Build scenario models for new initiatives to forecast demand impact and staffing implications; produce data-driven recommendations.
Develop and own capacity models that convert forecasts into staffing requirements using AHT, SLA targets, shrinkage, occupancy, multi-skill routing, and cross-training constraints.
Create and manage the annual capacity budget (FTE/Headcount) grounded in forecasted demand and productivity assumptions.
Track and model Shrinkage, Attrition, and Adherence by line of business; produce hiring and backfill plans with scenario analysis.
Convert forecasts to intra-day volume, AHT, and requirements to hand off to Real-time and Scheduling partners.
Partner with Operations, Scheduling, and Real-time teams to ensure service level delivery.

Requirements

Strong proficiency in Excel is required.
Functional knowledge of Erlang C and Regression Analysis.
2+ years of experience with WFM tools (NICE, Aspect, etc) and ACD tools are required.
Strong ability to prioritize workload, meet deadlines, and manage multiple tasks with attention to detail.
Ability to confidently present data and analysis to multiple stakeholders and answer questions, propose solutions, and explain impacts.
Strong understanding of a contact center’s metrics and targets.
Strong knowledge of Erlang-C and Regression based forecasting.
Ability to translate data into clear, actionable insights.
Excellent attention to detail and ability to manage time effectively in a fast-paced environment.

Skills

Excel
Erlang C
Regression Analysis
WFM tools (NICE, Aspect, etc)
ACD tools
Data analysis
Forecasting
Capacity Planning
Workforce Management

Location

Remote

Work Type

Full-time

Experience Level

5+ years’ Workforce Management experience
3+ years in Forecasting or Capacity Planning preferred

Education Level

Bachelor's degree in an equivalent discipline
Substantial professional experience in a related field may be considered in lieu of formal degree

Salary/Compensations

$67,500 - $86,600 annually

About the Company

Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care.
Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget.
We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services.
Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations.
We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve.

Equal Opportunity

PPL is an Equal Opportunity Employer dedicated to celebrating diversity and intentionally creating a culture of inclusion.
We believe that we work best when our employees feel empowered and accepted, and that starts by honoring each of our unique life experiences.
At PPL, all aspects of employment regarding recruitment, hiring, training, promotion, compensation, benefits, transfers, layoffs, return from layoff, company-sponsored training, education, and social and recreational programs are based on merit, business needs, job requirements, and individual qualifications.
We do not discriminate on the basis of race, color, religion or belief, national, social, or ethnic origin, sex, gender identity and/or expression, age, physical, mental, or sensory disability, sexual orientation, marital, civil union, or domestic partnership status, past or present military service, citizenship status, family medical history or genetic information, family or parental status, or any other status protected under federal, state, or local law.
PPL will not tolerate discrimination or harassment based on any of these characteristics.