Forecasting Analyst III

Job Title: Forecasting Analyst III
Duration: 12 Month Contract
Pay Range: $40-$44/hr
Location: Irwindale CA 91702

Job duties may include:
Create detailed design documentation for the development of computer systems in accordance to business needs;
Devising, configuring, operating, and maintaining both computer and networking systems; objectively analyze desired processes and outcomes and advise on the right combination of IT systems and components to achieve specific business, department, team, or functional goals

Education/Experience:
Bachelor Degree in applicable profession, business, or technical discipline or an equivalent combination of education, training, and experience.
Possesses three to five years of experience.
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.
Hands-on WFM experience in a contact center (forecasting + scheduling + performance analysis)

Strong understanding of key call center drivers and metrics:
o 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:
o 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

Education Requirement:
Degree preferred; minimum 4-6 years of direct contact center WFM experience may substitute

Minimum Years of Experience:
Five or more years of experience performing resource management and/or business planning.

Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support.

Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals.To learn more, please visit https://dexian.com/.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.