Job Title: Forecasting Analyst III
Location: Irwindale, CA, 91702
Duration: 12 Months
 
Responsibilities:
This role is responsible for building workforce plans that support our day?to?day operations. It includes forecasting, staffing plans, schedule development, and performance analysis, with close partnership across Operations, Systems, and our vendors to keep service on track. This person is expected to understand what’s happening on the floor, explain why it’s happening, and recommend clear actions to address it.
 
Required Skills/Attributes:         

• Hands-on WFM experience in a contact center (forecasting + scheduling + performance analysis)
• Strong understanding of key call center drivers and metrics:
• Forecast inputs (volume, AHT, shrinkage), service level/ASA, abandon rate, occupancy, adherence, backlog
• Proven ability to turn data into operational recommendations, not just reports
• Advanced Excel skills (pivot tables, lookups, nested formulas, PowerQuery)
• Experience producing staffing plans and explaining tradeoffs (service vs cost)
• Comfortable working with ambiguity and changing priorities (weather/events/outages/system issues)
• Strong communication skills, able to clearly explain performance drivers and provide direct, easy?to?understand updates
• Strong stakeholder partnership collaborating well with Operations and vendors
• High attention to detail and follow-through (schedule accuracy, assumptions, documentation) 

Desired Skills/Attributes:

• Experience with WFM platforms such as:
• Aspect/Alvaria, Genesys WFM, NICE/IEX, Verint, Calabrio, etc.
• Experience with multi-site and/or vendor/BPO operations (and managing different shrinkage patterns)
• Experience supporting multi-skill routing and queue/skill strategy
• Knowledge of intraday management practices and real-time levers (OT, VTO, reassignments, skill changes)
• Familiarity with capacity planning for seasonal peaks and event-driven volatility (outages, billing cycles, weather)
• SQL, Power BI/Tableau, or data modeling skills
• Experience building standard work, playbooks, governance routines, and reporting automation
• Exposure to labor rules / union environment (if relevant), timekeeping systems, and policy constraints
• Experience coaching/mentoring and driving adoption of WFM best practices
• Degree preferred; minimum 4–6 years of direct contact center WFM experience may substitute

 
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 44.45/hr.