Required Skills & Experience

• Bachelor’s degree in business, Analytics, Economics, Mathematics, or related field

• 2–5+ years of experience in Workforce Management, forecasting, or analytics

• Strong understanding of forecasting techniques, ACD platforms, and staffing models (Erlang)

• Advanced Excel and data analysis skills

Nice to Have Skills & Experience

• Experience with WFM platforms (Genesys, NICE, Verint, etc.) with a focus on automation capabilities

• Experience with Python, R, SQL, or similar tools for automation and predictive modeling

• Familiarity with machine learning concepts and forecasting algorithms

• Experience with business intelligence platforms (Power BI, Tableau) for automated reporting

• Knowledge of data integration, APIs, and system interoperability

• Experience in high-volume, event-driven environments (utility, telecom, etc.)

• Strong analy...