Workforce Management Forecasting Analyst

Job Description

Job Description

About defi SOLUTIONS:

It’s an exciting time to join defi!

defi SOLUTIONS partners with captives, banks, credit unions, and finance companies of all types and sizes to allow lenders to focus and transform their operations. The company’s comprehensive suite of originations, servicing, and managed servicing solutions together with technology-enabled processing services creates a flexible, configurable, and scalable platform that addresses lenders and borrowers ever-evolving needs. defi SOLUTIONS combines the expertise of defi SOLUTIONS and the former Sagent Auto Lending with the backing of Warburg Pincus, Bain Capital Ventures and Fiserv.

About the Role:

The WFM Forecasting Analyst is responsible for developing accurate short-term and long-term forecasts to support staffing and operational planning across multiple contact center channels. This role leverages historical data, business trends, and predictive modeling to ensure optimal workforce alignment and service level achievement.

Essential Job Responsibilities:

Responsibilities may include, but are not limited to

• Develop and maintain forecasting models for inbound, outbound, and digital channels (voice, chat, email, etc.)
• Analyze historical trends, seasonality, and business drivers to produce accurate volume forecasts
• Collaborate with operations, finance, and business partners to align forecasts with strategic goals
• Monitor forecast accuracy and adjust models based on performance and changing conditions
• Provide insights and recommendations to improve staffing efficiency and customer experience
• Support capacity planning and budgeting efforts with data-driven projections
• Partner with scheduling and real-time teams to ensure alignment between forecast and execution
• Create and deliver forecast reports and dashboards for leadership and stakeholders
• Provides support for Capacity Planner
• Report & analyze shrinkage and make recommendations for improvements
• Develop value added reports that would lead more efficient and productive schedules and agents
• Ensure necessary reporting is complete, accurate and delivered on time for key stake holders to make critical business decisions based on results
• Analyze, monitor and report on all staffing assumptions and provide recommendations to internal and external stakeholders
• Develop detailed hiring plan for each line of business, ensuring consistent achievement of intraday interval requirements
• Create and distribute new hire schedules based on understanding and predicting trends of historical volumes, shrinkages, and attrition rates
• Assess daily performance of call centers and manage real-time staffing changes to ensure financial targets and service level objectives are achieved
• Review and schedule all compliance-related training, both internal and client-related
• Identifies short and midterm scheduling needs and makes under-time/over-time recommendations to the operation
• Communicate effectively with individuals/teams in all departments to ensure high quality and timely completion of requests
• Identifies recurring problems; contributes ideas on ways to resolve problems to better serve the operation and/or improve productivity
• Other WFM related tasks as needed

Required Qualifications:

• 2+ years of experience in WFM forecasting or analytics in a contact center environment
• Proficiency in WFM platforms (e.g., Genesys, NICE, Verint, Aspect) and data tools (Excel, SQL, Tableau, etc.)
• Strong analytical and problem-solving skills with attention to detail
• Excellent communication and collaboration abilities
• Experience with statistical modeling or machine learning is a plus
• High degree of professionalism as heavily interacts with leadership at all levels
• Available to work M-F 8:30a – 5:00p EST

Preferred Qualifications:

• Bachelor's Degree from a four-year college or university
• Familiarity with forecasting techniques such as regression, time series, and exponential smoothing
• Ability to translate complex data into actionable insights
• Experience working in fast-paced, multi-channel environment

Affirmative Action/EEO statement:

defi SOLUTIONS is an Equal Opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status.