Scheduling Event Forecaster

Job Description: Workforce Management Scheduling Forecasting EventPlanner(SFE)

Position Summary

The Workforce Management Analyst (Hybrid – Short‑Term Forecasting & Scheduling) plays a critical role in ensuring operational readiness by developing accurate short‑term forecasts, maintaining schedule integrity, and proactively optimizing staffing to meet service‑level commitments. This role partners closely with Operations, Real‑Time Management, and other WFM functions to create agile, data‑driven staffing plans that support both customer experience and colleague engagement.

This position requires strong analytical acuity, excellent communication skills, and the ability to work in a dynamic, fast‑paced environment where business needs shift rapidly.

Key Responsibilities

Short‑Term Forecasting (Daily–Weekly)

• Analyze recent interval-level call, chat, and digital channel trends to produce accurate short‑term (1–6 week) forecasts.
• Update forecasts based on emerging patterns (volume spikes, AHT variances, staffing changes, outages, seasonality, etc.).
• Partner with Operations and Real‑Time teams to align intraday assumptions and discuss forecast risks or recommended adjustments.
• Conduct post‑interval and post‑day variance analysis to continuously refine forecast accuracy.

Schedule Creation & Maintenance

• Build and maintain schedules that align staffing supply with short‑term demand across channels, skill sets, and business lines.
• Adjust schedules proactively during weekly planning cycles—moving breaks, lunches, meetings, and offline activities—to optimize coverage.
• Implement same‑day or next‑day schedule updates when necessary, while ensuring appropriate notice to colleagues.
• Maintain compliance with labor policies, schedule constraints, and accommodation requirements.

Workforce Optimization

• Identify upcoming risk periods (high volume, low staffing, training impacts, shrinkage spikes) and recommend mitigation strategies.
• Collaborate with Real‑Time Analysts to ensure planned schedules and intraday actions are aligned.
• Support rollout and adoption of WFM system enhancements, forecasting models, schedule automation, and optimization features.
• Provide recommendations on staffing deployments that improve service levels, occupancy balance, and interval performance.

Reporting & Communication

• Deliver clear weekly staffing outlooks, identifying gaps, risks, and action plans for leadership.
• Communicate schedule changes and staffing adjustments to leaders with clarity and appropriate context.
• Prepare short-term capacity updates (daily/weekly), including forecast accuracy, shrinkage expectations, staffing coverage, and service‑level impact.

Qualifications

Required

• 1–3 years of Workforce Management experience (forecasting, scheduling, or real‑time operations).
• Strong analytical and numerical skills with the ability to interpret patterns and data trends.
• Experience with WFM tools (Verint, NICE, Genesys, or equivalent).
• Proficient in Excel or Google Sheets (pivot tables, lookups, intermediate formulas).
• Strong communication and relationship‑building skills.
• Ability to prioritize and pivot quickly in a dynamic environment.

Preferred

• Experience in a multi‑skill, multi‑site, or omnichannel contact center.
• Understanding of queueing theory, service‑level dynamics, and interval staffing concepts.
• Familiarity with change management in a contact center environment.
• Experience working with forecasting models or schedule‑optimization engines.

Core Competencies

• Analytical Thinking
• Problem Solving
• Attention to Detail
• Operational Agility
• Communication & Collaboration
• Proactive Risk Identification
• Time Management

Working Conditions

• Fast‑paced environment with occasionally fluctuating business priorities.
• May require limited schedule flexibility based on operational need.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.