Workforce Planner / Forecaster - WFM

About the Role

We are looking for a Bilingual Forecasting Specialist (English/Spanish) with proven experience in Workforce Management (WFM) and advanced forecasting methodologies within the BPO industry. This role requires strong analytical expertise, client-facing skills, and the ability to provide accurate and consultative forecasts that align with business needs.

Key Responsibilities

• Develop and maintain accurate forecasts of call, chat, and email volumes for assigned accounts.
• Build forecasting models that incorporate historical trends, seasonality, and upcoming business initiatives.
• Partner with clients to understand demand drivers and provide data-driven recommendations.
• Deliver reliable forecast inputs to support capacity planning and scheduling teams.
• Utilize WFM platforms (IEX, Verint, or similar) and statistical tools (Excel, Power BI, etc.) to generate forecasts.
• Present methodologies, assumptions, and outputs clearly to internal teams and external clients.
• Monitor forecast accuracy, conduct variance analysis, and adjust models to improve performance.
• Document forecasting processes and ensure reference materials are updated.

Qualifications

• Bilingual in Spanish and English (strong written and verbal communication).
• Minimum 3 years of forecasting experience within the BPO/contact center industry.
• Solid knowledge of WFM principles and contact center operations.
• Proficiency with Microsoft Office Suite (Excel, PowerPoint, Outlook).
• Experience with WFM tools (IEX, Verint preferredStrong analytical and problem-solving skills with knowledge of statistical methodologies.
• Client-facing experience with the ability to communicate complex data in a clear, consultative way.

Preferred Skills

• Familiarity with additional forecasting/BI tools such as Tableau SQL, Python/R.
• Ability to work independently and manage multiple priorities in a dynamic environment.
• Strong interpersonal and collaboration skills.

Why Join Us?

• Remote Job opportunity
• Opportunity to work with international clients and cutting-edge forecasting tools.
• Collaborative, growth-focused environment where your expertise matters.
• Competitive compensation package.
• Please note: Details regarding specific benefits will be shared with candidates during the later stages of the selection process.

If you are an analytical thinker with a passion for forecasting, WFM, and client consulting, we’d love to hear from you!

Apply Now and help us deliver smarter workforce strategies for our clients.